Gartner Research

Leverage Trustworthiness to Start Building Empathic Services in Banking

Published: 24 January 2019

ID: G00380174

Analyst(s): Stessa Cohen


The 2018 Gartner Digital Consumer Perceptions Survey shows that consumers trust and use bank digital services to save time. Bank CIOs should use this data to identify opportunities to build on trust and deliver more empathic digital experiences for consumers in developed financial services markets.

Table Of Contents
  • Key Challenges



  • Build More Trust by Increasing the Efficiency of Digital Banking Services
  • Accelerate Conversational Capabilities and Exchange of Information and Advice on Digital Devices by Integrating Quick Access to Humans or Humanlike Conversation Banking
  • Drive Deeper Empathic Engagement by Creating New Services That Offer Proactive Advice Based on Customer-Specific Analytics

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.