New research reveals that focus, simplicity, ‘digital first,’ and perceptions matter most.
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Topic: Financial institutions
For many consumers, the 2008-2012 recession isn't over yet.
The average consumer’s banking relationship is dominated by making payments. So why are banks doing so little to defend this critical beachhead?
The more that customers use digital-banking channels, the more they actually use branches and call centers. This shifting behavior presents a threat—and a rare opportunity.
As European consumers move online, retail banks will have to follow. But most banks aren’t ready.
McKinsey partner Dave Edelman spoke at the recent LinkedIn Connect Finance conference about the opportunities - and commitments - needed for banking to truly become digital.