Winning Over the Digital Banking Customer

Financial institutions must take a step back to analyze their digital banking capabilities and user experiences.

Boston, March 28, 2019 – More U.S. consumers now bank on mobile devices only than on desktop or laptop computers, and they are interacting with their financial institutions via these devices more frequently than in the branch or contact center. But this move to digital has challenged financial institutions’ ability to connect with their customers in meaningful ways. As U.S. financial institutions of all sizes are winning business based not only on the products they offer but also on the customer experience, digital banking is at an inflection point.

This report explores how consumers adopt new technologies, how often they use digital banking capabilities, their overall attitudes toward financial matters, and how they manage their finances. It is based on a Q4 2017 Aite Group survey of 5,174 U.S. consumers.

This 30-page Impact Note contains 19 figures and three tables. Clients of Aite Group’s Retail Banking & Payments service can download this report, the corresponding charts, and the Executive Impact Deck.

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