{"id":75929,"date":"2025-06-30T16:34:46","date_gmt":"2025-06-30T16:34:46","guid":{"rendered":"https:\/\/smebanking.agency\/club\/?post_ENGINE=product&amp;p=43106"},"modified":"2025-06-30T16:34:46","modified_gmt":"2025-06-30T16:34:46","slug":"43106-building-on-the-digital-banking-momentum-deloitte-2","status":"publish","type":"product","link":"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/","title":{"rendered":"Building on the digital banking momentum \u2014 Deloitte"},"content":{"rendered":"<h3>Key messages<\/h3>\n<ul>\n<li>The pandemic is continuing to reshape banking preferences and behaviors among US consumers. Digital banking\u2014perhaps for the first time\u2014may be contributing to overall satisfaction with banks, which remains quite robust overall.<\/li>\n<li>Our survey indicates that consumers will continue to use digital channels for simple transactional activities, but many consumers desire high-touch interactions for more complex products and services, such as mortgages and financial advice. Meeting consumers\u2019 latent need for the human touch in digital channels is a real opportunity for banks.<\/li>\n<li>Younger consumers surveyed demonstrate a preference for both physical and digital channels. However, they are less satisfied with their primary banks, and they are also at a higher risk of switching. Generally, they are also more open to financial products from digital-only banks and large technology companies.<\/li>\n<li>Banks have a unique opportunity to influence customer preferences for digital channels, increase stickiness, and at the same time strengthen relationships. Banks should capitalize on the momentum in the use of digital and self-service channels and try to elevate customer experience with an innovative blend of human and digital features.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p><em>How banks could influence customer channel preferences<\/em><\/p>\n<p>As banks continue to build on the digital banking momentum, they should pay attention to \u201chumanizing\u201d the banking experience, irrespective of the channel. This may not only improve customer satisfaction but also ensure sticky relationships, especially with younger consumers.<\/p>\n","protected":false},"featured_media":43108,"template":"","meta":{"pmpro_default_level":"","tdm_status":"","tdm_grid_status":""},"product_brand":[],"product_cat":[2355,2347],"product_tag":[2270],"class_list":["post-75929","product","type-product","status-publish","has-post-thumbnail","product_cat-digital-banking-en","product_cat-study-library","product_tag-deloitte","pmpro-has-access","first","instock","shipping-taxable","product-type-external"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Report Building on the digital banking momentum \u2014 Deloitte 2021<\/title>\n<meta name=\"description\" content=\"As banks continue to build on the digital banking momentum, they should pay attention to \u201chumanizing\u201d the banking experience, irrespective of the channel.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Report Building on the digital banking momentum \u2014 Deloitte 2021\" \/>\n<meta property=\"og:description\" content=\"As banks continue to build on the digital banking momentum, they should pay attention to \u201chumanizing\u201d the banking experience, irrespective of the channel.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/\" \/>\n<meta property=\"og:site_name\" content=\"SME Banking Platform\" \/>\n<meta property=\"og:image\" content=\"https:\/\/smebanking.agency\/platform\/wp-content\/uploads\/sites\/7\/2021\/12\/43106-building-on-the-digital-banking-momentum-deloitte-0001.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"500\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/report\\\/43106-building-on-the-digital-banking-momentum-deloitte-2\\\/\",\"url\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/report\\\/43106-building-on-the-digital-banking-momentum-deloitte-2\\\/\",\"name\":\"Report Building on the digital banking momentum \u2014 Deloitte 2021\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/report\\\/43106-building-on-the-digital-banking-momentum-deloitte-2\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/report\\\/43106-building-on-the-digital-banking-momentum-deloitte-2\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/wp-content\\\/uploads\\\/sites\\\/7\\\/2021\\\/12\\\/43106-building-on-the-digital-banking-momentum-deloitte-0001.jpg\",\"datePublished\":\"2025-06-30T16:34:46+00:00\",\"description\":\"As banks continue to build on the digital banking momentum, they should pay attention to \u201chumanizing\u201d the banking experience, irrespective of the channel.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/report\\\/43106-building-on-the-digital-banking-momentum-deloitte-2\\\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/smebanking.agency\\\/platform\\\/report\\\/43106-building-on-the-digital-banking-momentum-deloitte-2\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/report\\\/43106-building-on-the-digital-banking-momentum-deloitte-2\\\/#primaryimage\",\"url\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/wp-content\\\/uploads\\\/sites\\\/7\\\/2021\\\/12\\\/43106-building-on-the-digital-banking-momentum-deloitte-0001.jpg\",\"contentUrl\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/wp-content\\\/uploads\\\/sites\\\/7\\\/2021\\\/12\\\/43106-building-on-the-digital-banking-momentum-deloitte-0001.jpg\",\"width\":500,\"height\":675,\"caption\":\"Building on the digital banking momentum \u2014 Deloitte\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/report\\\/43106-building-on-the-digital-banking-momentum-deloitte-2\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"\u0413\u043b\u0430\u0432\u043d\u0430\u044f \u0441\u0442\u0440\u0430\u043d\u0438\u0446\u0430\",\"item\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/cental-asia\\\/home-central-asia\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"\u041a\u0430\u0442\u0430\u043b\u043e\u0433\",\"item\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/cental-asia\\\/reports\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Building on the digital banking momentum \u2014 Deloitte\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/#website\",\"url\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/\",\"name\":\"SME Banking Platform\",\"description\":\"Knowledge Base Platform\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/smebanking.agency\\\/platform\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Report Building on the digital banking momentum \u2014 Deloitte 2021","description":"As banks continue to build on the digital banking momentum, they should pay attention to \u201chumanizing\u201d the banking experience, irrespective of the channel.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/","og_locale":"en_GB","og_type":"article","og_title":"Report Building on the digital banking momentum \u2014 Deloitte 2021","og_description":"As banks continue to build on the digital banking momentum, they should pay attention to \u201chumanizing\u201d the banking experience, irrespective of the channel.","og_url":"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/","og_site_name":"SME Banking Platform","og_image":[{"width":500,"height":675,"url":"https:\/\/smebanking.agency\/platform\/wp-content\/uploads\/sites\/7\/2021\/12\/43106-building-on-the-digital-banking-momentum-deloitte-0001.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Estimated reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/","url":"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/","name":"Report Building on the digital banking momentum \u2014 Deloitte 2021","isPartOf":{"@id":"https:\/\/smebanking.agency\/platform\/#website"},"primaryImageOfPage":{"@id":"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/#primaryimage"},"image":{"@id":"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/#primaryimage"},"thumbnailUrl":"https:\/\/smebanking.agency\/platform\/wp-content\/uploads\/sites\/7\/2021\/12\/43106-building-on-the-digital-banking-momentum-deloitte-0001.jpg","datePublished":"2025-06-30T16:34:46+00:00","description":"As banks continue to build on the digital banking momentum, they should pay attention to \u201chumanizing\u201d the banking experience, irrespective of the channel.","breadcrumb":{"@id":"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/#primaryimage","url":"https:\/\/smebanking.agency\/platform\/wp-content\/uploads\/sites\/7\/2021\/12\/43106-building-on-the-digital-banking-momentum-deloitte-0001.jpg","contentUrl":"https:\/\/smebanking.agency\/platform\/wp-content\/uploads\/sites\/7\/2021\/12\/43106-building-on-the-digital-banking-momentum-deloitte-0001.jpg","width":500,"height":675,"caption":"Building on the digital banking momentum \u2014 Deloitte"},{"@type":"BreadcrumbList","@id":"https:\/\/smebanking.agency\/platform\/report\/43106-building-on-the-digital-banking-momentum-deloitte-2\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"\u0413\u043b\u0430\u0432\u043d\u0430\u044f \u0441\u0442\u0440\u0430\u043d\u0438\u0446\u0430","item":"https:\/\/smebanking.agency\/platform\/cental-asia\/home-central-asia\/"},{"@type":"ListItem","position":2,"name":"\u041a\u0430\u0442\u0430\u043b\u043e\u0433","item":"https:\/\/smebanking.agency\/platform\/cental-asia\/reports\/"},{"@type":"ListItem","position":3,"name":"Building on the digital banking momentum \u2014 Deloitte"}]},{"@type":"WebSite","@id":"https:\/\/smebanking.agency\/platform\/#website","url":"https:\/\/smebanking.agency\/platform\/","name":"SME Banking Platform","description":"Knowledge Base Platform","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/smebanking.agency\/platform\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"}]}},"_links":{"self":[{"href":"https:\/\/smebanking.agency\/platform\/wp-json\/wp\/v2\/product\/75929","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/smebanking.agency\/platform\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/smebanking.agency\/platform\/wp-json\/wp\/v2\/types\/product"}],"wp:attachment":[{"href":"https:\/\/smebanking.agency\/platform\/wp-json\/wp\/v2\/media?parent=75929"}],"wp:term":[{"taxonomy":"product_brand","embeddable":true,"href":"https:\/\/smebanking.agency\/platform\/wp-json\/wp\/v2\/product_brand?post=75929"},{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/smebanking.agency\/platform\/wp-json\/wp\/v2\/product_cat?post=75929"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/smebanking.agency\/platform\/wp-json\/wp\/v2\/product_tag?post=75929"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}