How can financial institutions increase their profitability by better targeting more profitable digitally engaged customers?

While the industry comes to terms with the growing investment that digital requires, we are also realising the opportunities that come with it, although amongst a backdrop of new tech-savvy challengers threatening to erode market share.

82% of customers cite digital provision as a major factor when choosing among financial institutions. But many, especially Generation Y customers, have expressed their dissatisfaction with customer service and their banks’ ability to meet their needs and expectations.

In this white paper, Simon Cadbury, Head of Strategy and Innovation explores:

  • The effect of digital-only challengers
  • Why customers are unhappy
  • The current state of banking digitisation, and
  • How to “do digital” well

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