American Banker: Are bankers misreading customer preferences?

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29 August 2018

Many bankers think they can read their customers like an open book, but in fact they may need to put in some extra research time.

According to a new study by the Boston consulting firm Celent, banks overestimate how much their customers want to use smartphones to handle banking tasks.

The disconnect is not a fatal flaw, said Bob Meara, an analyst at Celent. But it suggests that many banks need to rethink their entire approach to learning about their customer base.

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News article details

Sector
Banking, Retail Banking
Media Type
News Articles
Location
Asia-Pacific, EMEA, LATAM, North America