How Can Banks Add the Human Element to the Digitizing Era?
Published January 8th, 2021 - 01:00 GMT
Consumer trust is failing—but banks can win it back. (Shutterstock)
Under the pandemic hit, consumers had to use their bank’s digital channels, as a result of which 50 percent of consumers now interact with their bank through mobile apps or websites at least once a week, compared to 32 percent two years ago, a report said.
This sudden increase in digital adoption is both a blessing and a curse for banks, said professional services firm Accenture in its “Banking Consumer Study: Making digital more human” report.