Something curious just popped up on our inevitable march toward mobile banking. Adoption kind of hit a wall. Sure, a lot of early adopters are comfortable using their smartphones to transact but seems an older demographic just isn't taking to digital channels as much. Is that them or is it the fact that banks haven't found the right formula to serve them yet?
We're going to get to the bottom of these trends with our guest this week on the Tradestreaming Podcast, Bain's Gerard du Toit. He leads the consulting firm's banking practice in North America as well as the firm's customer experience products globally. At the intersection of those two specialities, Gerard spearheads the firm's research into customer loyalty in retail banking. The global 2016 version of Bain's Customer Loyalty in Retail Banking report forms the basis for much of our discussion today. Go here to access the report: http://www.bain.com/publications/articles/customer-loyalty-in-retail-banking-2016.aspx
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