A key change in 2020 was the way we bank. Due to pandemic and busy work schedules, today’s bank users prefer to solely engage in mobile banking. These new customers now expect a complete digital banking experience at their fingertips, anytime and anywhere. They demand the same security, personalization, technical capabilities, accessibility, and customer service of visiting a branch, but with the reliability and ease of virtual access.
Of course, the brick-and-mortar bank isn’t going anywhere, however, the last year accelerated a trend that was already underway: customer-centric banking for the new, even more digital end user.
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