ベンダー
English

Survive to Thrive Data Blog Series: Insights on Shifting Retail Banking Customer Needs

Create a vendor selection project & run comparison reports
Click to express your interest in this report
Indication of coverage against your requirements
A subscription is required to activate this feature. Contact us for more info.
Celent have reviewed this profile and believe it to be accurate.
2020/05/15
Alenka Grealish

What's up, What's down?

Retail bankers have been trying to understand rapidly shifting customer needs in the face of COVID-19. Here are some insightful data points from a sample of banks using KAI, Kasisto’s conversational AI platform. This sample represents banks worldwide in the digital vanguard.

  • Rise in digital engagement =35% increase in digital traffic, of which:
    • 66% money transfer, payments
    • 24% in user requests re. enabling digital bkg
    • 18% requests for payment relief

  • Drops in interactions:
    • 23% drop in new account opening related questions
    • 17% in requests to speak w/ banker

Source: Kasisto, 5/5/20

This blog is part of a data series in our ongoing coverage of developments around COVID-19. View the rest of the blogs within this series:

  1. Insights on Shifting Retail Banking Customer Needs
  2. Acceleration of Digital in Corporate Banking
  3. Consumer Saving During COVID-19 and the PFM Opportunity

Insight details

Industry
Corporate Banking, Retail Banking
Subscription(s) required to access this Insight:
Banking, Retail & Business Banking, Corporate Banking
Insight Format
Blogs
Geographic Focus
Asia-Pacific, EMEA, LATAM, North America