ENGAGE Volume 1: 2024 Outlook for Customer Engagement in Banking

As we step into 2024, both financial institutions and banking customers share a sense of optimism — with caveats. Rapid advancements in technology, alongside evolving customer expectations, present a dual challenge for banks and credit unions. This year, building a unified strategy and maintaining the human touch in customer engagement will be as critical as the adoption of new technologies.

This report takes a closer look at these dynamics, highlighting a need for continual innovation in customer engagement to meet evolving customer expectations, expand share of wallet, and prevent staff burnout.

We surveyed over 1,700 banking customers and over 300 banking leaders to highlight what customers are looking for and how banks and credit unions plan to deliver in 2024.