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Digital revolution in retail banking – data collection


Is the digital revolution in retail banking myth or reality? Digitalization has already fundamentally changed various industries. As a consequence, customers generally have higher expectations which could also change retail banking. In order to understand the future of retail banking, we asked the ones who ultimately decide – The customers. We focused our analysis on challenging five frequently discussed beliefs:

  • Customers request a digital banking experience
  • The more interconnected channels, the better
  • Online is revolutionizing retail banking
  • The branch is dead
  • Banks are facing a trust issue

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