82% of customers cite digital provision as a major factor when choosing among financial institutions. But many, especially Generation Y customers, have expressed their dissatisfaction with customer service and their banks’ ability to meet their needs and expectations.
In this white paper, Simon Cadbury, Head of Strategy and Innovation explores:
- The effect of digital-only challengers
- Why customers are unhappy
- The current state of banking digitisation, and
- How to “do digital” well