Customer expectations in a post-COVID-19 world
Before the COVID-19 pandemic, discussions about a customer’s digital preferences would typically fall on generational lines – focusing on millennials and their preference for mobile channels, or baby boomers’ affinity for personal service. However, during the first few months of the pandemic, most Americans were under lockdown, relying on digital technology to purchase the basic necessities they needed to survive.
Even people who previously distrusted digital technology and internet commerce were buying groceries, prescriptions and anything else they needed online. In the world to come after COVID-19 ends, we will no longer talk about digital preferences along generational lines – EVERYONE will be a digital expert.
Financial institutions must contend with a new normal in which EVERY customer expects digital products and services on-demand. During this webinar, Taylor Adkins, Vice President of Lending Products at Q2 will discuss how the COVID-19 pandemic has changed bank and credit union account holders’ attitude toward the digital channel and the lasting effects on customer expectations going forward.