Vendors
日本語
search
  2. //
  3. Reports & insights
  4. //
  5. Survive to Thrive Data Blog Series: Insights on Shifting Retail Banking Customer Needs

Survive to Thrive Data Blog Series: Insights on Shifting Retail Banking Customer Needs

Create a vendor selection project
Click to express your interest in this report
Indication of coverage against your requirements
A subscription is required to activate this feature. Contact us for more info.
Celent have reviewed this profile and believe it to be accurate.
We are waiting for the vendor to publish their solution profile. Contact us or request the RFX.
Projects allow you to export Registered Vendor details and survey responses for analysis outside of Marsh CND. Please refer to the Marsh CND User Guide for detailed instructions.
Download Registered Vendor Survey responses as PDF
Contact vendor directly with specific questions (ie. pricing, capacity, etc)
15 May 2020
Alenka Grealish

What's up, What's down?

Retail bankers have been trying to understand rapidly shifting customer needs in the face of COVID-19. Here are some insightful data points from a sample of banks using KAI, Kasisto’s conversational AI platform. This sample represents banks worldwide in the digital vanguard.

  • Rise in digital engagement =35% increase in digital traffic, of which:
    • 66% money transfer, payments
    • 24% in user requests re. enabling digital bkg
    • 18% requests for payment relief

  • Drops in interactions:
    • 23% drop in new account opening related questions
    • 17% in requests to speak w/ banker

Source: Kasisto, 5/5/20

This blog is part of a data series in our ongoing coverage of developments around COVID-19. View the rest of the blogs within this series:

  1. Insights on Shifting Retail Banking Customer Needs
  2. Acceleration of Digital in Corporate Banking
  3. Consumer Saving During COVID-19 and the PFM Opportunity