Consumers now dictate where, when, and how they connect with businesses, and set the standards for how businesses engage with them.

Innovative brands such as Amazon, Netflix, and Uber, have set the new standard for these customer experiences, offering content and information in a seamless and personalized environment. 

Why it matters?

"46% of consumers said they only used digital channels, up from 27% in 2012."

Source: "The Rise of the Digital-Only Banking Customer,” The Financial Brand, June 6, 2017.
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