ENGAGE Volume 4: Generation–Proof Your Financial Institution

7 Ways to Ensure Client Loyalty Across Generations

Do you know what the customers of tomorrow want from their banking experience? We’re experiencing a seismic generational shift in the technology preferences of banking and financial services consumers.

Wealth is beginning to flow to younger generational cohorts — cohorts that increasingly embrace non-traditional and digital banking. As financial institutions deploy artificial intelligence and integrate virtual assistant technologies into the customer experience, how can they best meet the evolving — and often diverging — expectations of both older customers and these ‘digital natives’, earning client loyalty that will last across generations?

Powered by insights from our survey of over 1,700 banking customers and over 300 banking leaders,  in this new breakout report, we’ll take a closer look at the generational divides that emerged from our research, and the challenges and opportunities they pose for FIs — along with a few strategies for navigating them.