Navigating the new normal: Delivering strategic consumer insights for an American banking giant

In an era marked by rapid technological advancement and changing customer expectations, a leading US bank sought a clear understanding of the evolving banking landscape. The goal? To adapt strategically within the opportunity landscape to retain and expand its customer base.

Netscribes conducted a comprehensive 2024 Consumer Mindset Assessment, deploying quantitative surveys and qualitative expert interviews to equip the client with actionable insights into emerging market dynamics and evolving customer preferences.

Key insights and findings

Through a blend of primary and secondary research, Netscribes uncovered critical insights to guide the bank’s strategy, including:

• Opportunity landscape analysis: A detailed review of current banking trends, challenges, and economic factors impacting customer preferences.
• Technological evolution: Analysis of emerging technologies such as AI, e-wallets, and blockchain poised to reshape the industry.
• Customer expectations: Identification of shifts toward digital-first services, personalized offerings, and the growing appeal of neobanks.
• Customer journey mapping: Detailed insights into customer pain points and potential enhancements to account-opening and service interactions.
• Strategic recommendations: Actionable steps for adopting innovative solutions like video KYC, biometric authentication, and AI-driven onboarding.

Impactful outcomes

Unlock the in-depth case study

Get the complete story on how Netscribes partnered with the bank to deliver critical insights. This case study includes:

• A breakdown of the solutions deployed 
• Tangible outcomes that improved customer satisfaction and engagement