Information about us and our observations on the industry we serve.

091018 - Banking for Seniors
Customer ExperienceCo-Browsing

The Digital Frontier: Have we left seniors behind?

While every other age segment is online in large numbers, seniors are the last adopters in digital banking. Only 18% of seniors choose to use mobile banking services. Why is this? While age-related attitudes are partly to blame, banks can encourage seniors to adopt digital tools and re-engage with this important customer segment.

Customer Experience

In Pursuit of Loyalty in Financial Services

The concept of loyalty has changed rather dramatically in recent years. It’s no longer about a bank’s ability to hold customer money, but about how easily the customer can move it around and conduct transactions. It’s these daily interactions that are the front lines of a new sense of loyalty.

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