TECH SUPPLIER Oct 2021 - IDC Survey - Doc # US48330521

Canada Survey Results: Contact Centers Are an Increasingly Important Channel in Supporting Customers' Financial Journey

By: Marc DeCastroResearch Director, Consumer Banking

On-line Presentation


This IDC Survey presents key findings on some key sentiment by Canadian bank and credit union customers when it comes to their interaction using contact centers and chat tools over the last year. The data is from IDC Financial Insights' latest Canada Consumer Channel Preference Survey, which was fielded in September 2021.

This consumer channel survey has been conducted annually by IDC Financial Insights for over 13 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 of this document focus on the Canadian market, the survey was conducted in both the United States and Canada.

"The contact center continues to make excellent progress in serving the financial needs of customers looking for assistance or advice," says Marc DeCastro, research director, IDC Financial Insights. "As we continue to see a digital-first approach to self-service channels, the renewed reliance on the contact center will create many new opportunities for traditional financial institutions and could create some hurdles for neobanks, especially when providing support for customers who are not interested in a digital-only approach."


Subscriptions Covered

IDC Financial Insights: Canada Industry Technology Advantage Program , IDC Financial Insights: Worldwide Consumer Banking Engagement Strategies

Regions Covered


Topics Covered

Customer relationship management applications

Vertical Markets

Connected banking

  • 16 slides

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