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New Study – Consumers Expect First-Class Interactions

January 19, 2017


A new study by Accenture shows a majority of consumers still want human interactions when interacting with their financial institutions, especially in dealing with complaints (68%) or complex products (61%).

The global study also reveals 7 out of 10 consumers would welcome robo-advice for more simple interactions, citing faster service as a primary reason.

Piercarlo Gera, senior managing director, Accenture Financial Services, said: “We found strong consumer demand exists today for robo-advice in all areas of financial services – banking, insurance and financial advice. While financial institutions may expect to benefit from internal cost reduction by providing customers with a ‘robo’ option, our research found that consumers also expect first-class human interaction.  Successful financial services firms will therefore need a “phygital” strategy that seamlessly integrates technology, branch networks and staff to provide a service that combines physical and digital capabilities and gives consumers a choice.”

Learn how FMSI’s technology-driven banking solutions can help you achieve your “phygital” strategy here.



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