Research report

Banking's Empathy Gap

Consumer expectations outpace reality in today's experience economy

This report found:

  • Only 25% of consumers globally say their banking application process was clear and transparent
  • 27% say their account set-up process was frictionless and intuitive
  • 54% of banking leaders say they aim to provide a personalized experience, but it feels generic to customers

A new Genesys report into the consumer banking experience finds frustration at every stage — from opening accounts to self-serving for daily banking needs. We surveyed more than 3,500 global consumers to understand where customer experiences are succeeding and where they’re stalling.

Download the report for insights, opportunities and the path forward for financial services providers wanting to empower consumers with seamless journeys.