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Banking on Value – 4 Key Findings from the North America Consumer Home Digital Banking Survey

In this year’s survey of over 4,000 consumers
in the United States and Canada, banks are being challenged to deliver a customer experience that blurs the line between physical and digital delivering value that is easy, relevant and seamless. Read more about these campaign findings here: http://bit.ly/1ZxmlC7.

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Banking on Value – 4 Key Findings from the North America Consumer Home Digital Banking Survey

  1. 1. ACCESS THE FULL REPORT AND SEE WHAT THESE INSIGHTS MEAN FOR YOUR BANK Copyright © 2016 Accenture All rights reserved. Join the conversation @BankingInsights #NABankStudy Learn more www.accenture.com/ consumerbankingsurvey 61% who use the branch prefer “full service branches” 87% anticipate using branches in the future The Future 86% 18-34 age group anticipate using bank branches in the future Millennials 4 79% view their banking relationship as transactional, not advice-based No Strings Attached 14% combined net gain of customers by virtual banks and payment providers Biggest Winners 11% North American consumers who switched banks Not an Obstacle 2 46% are willing to bank using robo-advice Banking 69% want advice on planning for retirement Retirement 79% want investment advice Investments 3ROBO-ADVICE IS WELCOME Consumer intrigue with use of automation and digital banking represent opportunities for banks. Added Convenience 41% want a simplified home buying process 63% want product/service recommendations and will share personal data to get it Relevant Recommendations 1VALUE IS HOT Consumers want deals and discounts and are willing to exchange data for convenience and relevance. Deals & Discounts 45% want their banks to locate discounts on purchases of interest 2016 NORTH AMERICA CONSUMER DIGITAL BANKING SURVEY Banking on Value SWITCHING IS ON THE RISE Consumers expressed readiness to switch banks if they don’t get the experience they expect. Banks need to up their service game to keep customers loyal. Convenience 4 Key Findings In this year’s survey of over 4,000 consumers in the United States and Canada, banks are being challenged to deliver a customer experience that blur the lines between physical and digital delivering value that is easy, relevant and seamless. BRANCH INTEREST IS UP Consumers expressed renewed interest in the branch where they can connect with human advisors.

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