ENGAGE 2023: Customer Engagement in Banking Annual Trends Report

Engageware partnered with market research firm, Infosurv, to conduct the annual survey of banking professionals in the United States. This research explores the strategic priorities of U.S.- based banks and credit unions, their current initiatives, and their outlook on customer engagement for the coming year. This research was also complemented by a survey of U.S. banking consumers’ attitudes, behaviors, and expectations.

In this report, we look closely at both of those surveys to explore trends and perceptions of customer engagement among industry professionals and unpack the priorities and strategies banks and credit unions plan to employ for fostering stronger customer engagement in 2023.