TECH SUPPLIER Jun 2021 - IDC Survey - Doc # US46524521

Digital Banking Solutions Become Dominant Engagement Platform

By: Marc DeCastroResearch Director, Consumer Banking

On-line Presentation


This IDC Survey presents key findings on some key sentiment by U.S. bank and credit union customers when it comes to their experiences, concerns, and engagement with their bank during their financial journey. The data is from IDC Financial Insights' latest North American Consumer Channel Preference Survey fielded in August 2020.

This consumer channel survey has been conducted annually by IDC Financial Insights for over 12 years and provides customer sentiment and usage across the entire omni-channel experience, including branch, ATM, online banking, mobile banking, chatbot services, conversational banking, contact center, and account opening and onboarding experiences. While the results presented in this document focus on the U.S. market, the survey was conducted in both the United States and Canada.

"2020 was clearly a year where all the benefits and pain points of digital offerings were experienced due to the global pandemic," stated Marc DeCastro, research director, IDC Financial Insights. "What we learned is that, in some areas, the industry performed very well and digital solutions were exactly what people needed to serve their financial needs, and other areas we learned had operational and scalability concerns. Modernizing and building in scale and resilience to the digital offerings will be the trend going forward."


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