Banking report | Genesys

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.

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

Banking's Empathy Gap

This report found: