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The Future of Banking: Mapping the Financial Customer Journey

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"The Future of Banking: Mapping the Financial Customer Journey"

Study reveals the top 3 things that customers expect from their banking experience.

Financial service institutions and professionals have seen the rise of FinTech challenge the traditional banking model. Consumers, now more than ever, have an expectation that their banks will provide the most agile solutions that allow them to transfer money, check their account, and interact with bankers all at their fingertips. In this report, we surveyed nearly 1,000 consumers and over 200 bankers to create a comprehensive map of the banking customer journey.


  • The top deciding factors on how consumers choose a bank
  • What drives optimal customer loyalty
  • Understand the divide between low and high-income earners
  • Learn what various age groups value from their financial institution


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