The omni-digital consumer

The Rise of the Digital-Only Banking Customer

The financial services industry has been working hard to deliver a better experience on digital channels. Building on an early foundation that focused more on cost savings than customer experiences, most banking institutions now realize they must improve delivery of financial services on digital channels to keep pace with tech organizations like Google, Amazon, Facebook and Apple (GAFA). PwC’s 2017 Digital Banking Consumer Survey provides insights into the rapidly changing behavior of the digital banking customer. The most significant finding was the rise of a very specific group that PwC referred to as “omni-digital.”  ….[READ]