target audience: TECH SUPPLIER  Publication date: May 2023 - Document type: IDC Survey - Doc  Document number: # US48663422

Consumers Want More Digital Efficiency and Guidance, Not Necessarily More Innovation in Banking

By:  Marc DeCastro Loading


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This IDC Survey presents key findings on the sentiment and trends of the U.S. and Canadian bank and credit union members and customers when it comes to their experiences, concerns, and engagement with their financial institution during their financial journey. The data is from the latest IDC Financial Insights' North America Consumer Banking Channel Preference Survey, which was fielded in January 2023.

This consumer channel survey has been conducted annually by IDC Financial Insights for over 15 years and provides customer sentiment and trends 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. This document specifically looks at the digital banking journey through the lens of the retail bank customer.

"Consumers are looking for hyper-personalized digital banking solutions that focus on helping them achieve their financial needs at the right time on the right device," stated Marc DeCastro, research director, IDC Financial Insights. "A modern digital experience will provide the tools necessary to attract and retain deposit relationships. On the contrary, a poor experience will drive customers to your competition."


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