Gartner Research

Leverage Trustworthiness to Start Building Empathic Services in Banking

Published: 24 January 2019

ID: G00380174

Analyst(s): Stessa Cohen

Summary

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

Introduction

Analysis

  • 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

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