Few industries are facing such major challenges as the banking sector. The disruption of the financial industry has gained even more speed as a result of the Corona crisis. The outlook for branch banks seems bleak. But just as Bill Gates’ prophecy that banking is necessary, but banks are not, (“Banking is necessary, banks are not” from 1994) seems to be coming true, a new generation is emerging that could give banks hope: the so-called Generation Z.
Envolved, together with the independent trend and market research institute Trend Research, takes a closer look at this customer group in the latest customer experience banking study and shows the most important factors on the way to a customer-centric and sustainably profitable future.

The following topics are covered:

  • “New Normal” for Banks.
  • The bank advisor: competent, personal and happy to be digital.
  • Convenience meets digital.
  • More than a bank: loyalty is a marathon – not a sprint.
  • Trust, appreciation and sustainability – it doesn’t always have to be digital.

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