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Consumer behavior is changing. Nowadays, most of us are used to shopping online, watching films and listening to music on digital platforms, working remotely from home, and even interacting with medical professionals via video-consultations. These ongoing changes have been accelerated due to the current global pandemic. Banks are not being spared from the consequences of these changing habits. In the ocean of possibilities, will they sink or swim? Accenture’s 2020 Market Pulse Survey measured current experience and future expectations of banking customers in Luxembourg. Based on the findings, this article provides a few recommendations that can help banks to master the waves of change.
Provide consistent personalized support across all channels
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