Compelling evidence shows that banks have been improving their relationship with customers since the beginning of 2020 — the start of the pandemic. As outlined in The Customer Imperative in Financial Services: Permission to Personalise, a report by Salesforce and Bain & Company, their scores have improved on both customer trust and advocacy.
How do they keep up the momentum? This infographic lays out a roadmap. It draws on insights from more than 5,000 Australian consumers to offer five research-backed ways the banking industry can better connect with customers.