The growing power of Millennials, as well as the pandemic, are creating a shift in customer preferences towards online banking.
Combining a shift of mindset with the integration of tech solutions can help create experiences contributing to the customer’s trust into the organization.
A workforce that is out of touch with the demands of Millennials is holding financial services back from engaging this powerful segment of the population.
Banks need to consider how to create an omnichannel strategy, technology priorities and the balance of traditional and digital channels among other things.
Those seeing the strategic opportunity within the forced focus on alternative client interaction methods are placing themselves ahead of the pack for the "next normal".