Digital banking channels are enjoying supercharged momentum as a result of the coronavirus pandemic. US consumers’ banking behavior will continue to evolve through 2024, spurring banks to satisfy customer demands in both legacy and digital channels.

“Cities matter in the everyday lives of consumers,” said Eric John, senior director of the IAB’s Video Center of Excellence. “City-based teams provide viewers an easy way to figure out who to root for and thus, also provides a well-paved path to fandom.”.

These channels proved their worth when branches temporarily shuttered, call centers were overwhelmed, and FIs and their contractors scrambled to adjust to remote work.

What call center and in-person interactions integrate with and inform your email marketing program? Testing:. How often does your brand engage in ongoing email testing behavior designed to improve results? Does your testing strategy inform not just the email program, but the brand’s overall strategy as well? Internal Processes:. How successful is your brand at measuring the success of its program?

The feature helps customers connect with a live representative while avoiding a call center queue, and it can make customer service representatives more efficient by allowing them to serve multiple customers at once. Authenticating calls via app reduces customer frustration and shortens call time when they phone customer service.

However, this year put the importance of robust customer service options on full display, as usage of support channels such as call centers jumped, putting a strain on call center teams and driving up wait times for customers in need. The best time for neobanks to build out robust customer service features was before the pandemic hit. The second-best time is now.

These channels proved their worth when branches temporarily shuttered, call centers were overwhelmed, and FIs and their contractors scrambled to adjust to remote work. However, the category makes up 10.6% of total possible points, ranking it the least valuable of the six.

Last year, there was only about 2% market penetration of telehealth visits and the majority of those were transactional ER, call center, doctor-type relationships. We knew consumers were going to have to get comfortable with a virtual primary care provider. Fast forward to today and COVID-19 accelerated what we thought would take a six-year period into a matter of six months.

Omnichannel: The omnichannel experience is when organizations attempt to create seamless experiences across all customer touchpoints, such as email marketing, advertising, call centers, and beyond. This approach, when done well, treats all interactions with the consumer as part of one cohesive customer journey.

With branches closing and call centers overwhelmed, digital channels are becoming the first option for many bank customers during the pandemic. For banks, strengthening trust in those channels is vital. In this report, we benchmark how customers perceive the top 10 US banks across the six key pillars of digital trust.