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2018 U.S. Consumer Survey: Self-Service Digital Banking Trends, Drivers, and Satisfaction Levels

2018 U.S. Consumer Survey: Self-Service Digital Banking Trends, Drivers, and Satisfaction Levels

  • January 2019
  • 27 pages
  • ID: 5725001
  • Format: PDF
  • By IDC

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This IDC Perspective discusses the 2018 U.S. Consumer Banking Channel Preference Survey conducted among 2,501 U.S. residents who are 18+ and have an active checking account. This document specifically looks at the responses as it relates to the digital banking channels, specifically self-service offerings such as mobile, online, and now conversational banking. Since we have been doing this for many years, we are able to see trends and identify places ripe for investment.According to Marc DeCastro, research director at IDC Financial Insights, "The options and technology around self-service digital channels continue to adapt to the changes offered in innovation accelerators like cognitive and artificial intelligence. However, it appears that the industry continues to miss on providing customers with a truly omni-experience. Instead, we have developed siloed multichannel experiences, which often leaves the customer wanting more. When investments are at the highest levels, one needs to think about developing a truly omni- and open banking experience that leverages investments already made in online and mobile and even at the branch while taking advantage of today's newer technologies. Fortunately, many customers are unaware of how these advancements can help them in their financial lives; however, other industries are showing them the benefits of a truly omni- and open experience, and they will begin to demand that from their banks and credit unions."

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