Seducing the runaway customer

Seducing the runaway customer

Strategic insights for the digital age, from our survey of 5000 EU banking customers’ behaviours & expectations

Customers see the world evolving rapidly around them – and they expect the same to happen in financial services.

In this survey, we wanted to measure the adequacy of banks’ digital strategies by getting insights directly from customers.

Our study reveals that customers have the appetite to go beyond existing financial services models. What can banks do to address this challenge?

This paper offers key insights in that regard, based on the results from our survey as well as our expertise helping banks across the world. It is well time for banks to step out of their comfort zone and undertake the bold strategic moves that will shape the future of the industry – and seize the opportunity to be a leader in that change.

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of retail customer trust their banks

ready to bank with a non-bank

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If I had asked people what they wanted,
they would have said faster horses. Henry Ford


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