Accessibility Statement Skip Navigation
  • Why PRWeb
  • How It Works
  • Who Uses It
  • Pricing
  • Login
  • GDPR
  • Create a Free Account
Return to PRWeb homepage
  • News
  • Resources
  • Contact
When typing in this field, a list of search results will appear and be automatically updated as you type.

Searching for your content...

No results found. Please change your search terms and try again.
  • News in Focus
      • Browse News Releases

      • All News Releases
      • Multimedia Gallery

      • All Multimedia
      • All Photos
      • All Videos
  • Business & Money
      • Auto & Transportation

      • Aerospace, Defense
      • Air Freight
      • Airlines & Aviation
      • Automotive
      • Maritime & Shipbuilding
      • Railroads and Intermodal Transportation
      • Supply Chain/Logistics
      • Transportation, Trucking & Railroad
      • Travel
      • Trucking and Road Transportation
      • View All Auto & Transportation

      • Business Technology

      • Blockchain
      • Broadcast Tech
      • Computer & Electronics
      • Computer Hardware
      • Computer Software
      • Data Analytics
      • Electronic Commerce
      • Electronic Components
      • Electronic Design Automation
      • Financial Technology
      • High Tech Security
      • Internet Technology
      • Nanotechnology
      • Networks
      • Peripherals
      • Semiconductors
      • View All Business Technology

      • Entertain­ment & Media

      • Advertising
      • Art
      • Books
      • Entertainment
      • Film and Motion Picture
      • Magazines
      • Music
      • Publishing & Information Services
      • Radio & Podcast
      • Television
      • View All Entertain­ment & Media

      • Financial Services & Investing

      • Accounting News & Issues
      • Acquisitions, Mergers and Takeovers
      • Banking & Financial Services
      • Bankruptcy
      • Bond & Stock Ratings
      • Conference Call Announcements
      • Contracts
      • Cryptocurrency
      • Dividends
      • Earnings
      • Earnings Forecasts & Projections
      • Financing Agreements
      • Insurance
      • Investments Opinions
      • Joint Ventures
      • Mutual Funds
      • Private Placement
      • Real Estate
      • Restructuring & Recapitalization
      • Sales Reports
      • Shareholder Activism
      • Shareholder Meetings
      • Stock Offering
      • Stock Split
      • Venture Capital
      • View All Financial Services & Investing

      • General Business

      • Awards
      • Commercial Real Estate
      • Corporate Expansion
      • Earnings
      • Environmental, Social and Governance (ESG)
      • Human Resource & Workforce Management
      • Licensing
      • New Products & Services
      • Obituaries
      • Outsourcing Businesses
      • Overseas Real Estate (non-US)
      • Personnel Announcements
      • Real Estate Transactions
      • Residential Real Estate
      • Small Business Services
      • Socially Responsible Investing
      • Surveys, Polls and Research
      • Trade Show News
      • View All General Business

  • Science & Tech
      • Consumer Technology

      • Artificial Intelligence
      • Blockchain
      • Cloud Computing/Internet of Things
      • Computer Electronics
      • Computer Hardware
      • Computer Software
      • Consumer Electronics
      • Cryptocurrency
      • Data Analytics
      • Electronic Commerce
      • Electronic Gaming
      • Financial Technology
      • Mobile Entertainment
      • Multimedia & Internet
      • Peripherals
      • Social Media
      • STEM (Science, Tech, Engineering, Math)
      • Supply Chain/Logistics
      • Wireless Communications
      • View All Consumer Technology

      • Energy & Natural Resources

      • Alternative Energies
      • Chemical
      • Electrical Utilities
      • Gas
      • General Manufacturing
      • Mining
      • Mining & Metals
      • Oil & Energy
      • Oil and Gas Discoveries
      • Utilities
      • Water Utilities
      • View All Energy & Natural Resources

      • Environ­ment

      • Conservation & Recycling
      • Environmental Issues
      • Environmental Policy
      • Environmental Products & Services
      • Green Technology
      • Natural Disasters
      • View All Environ­ment

      • Heavy Industry & Manufacturing

      • Aerospace & Defense
      • Agriculture
      • Chemical
      • Construction & Building
      • General Manufacturing
      • HVAC (Heating, Ventilation and Air-Conditioning)
      • Machinery
      • Machine Tools, Metalworking and Metallurgy
      • Mining
      • Mining & Metals
      • Paper, Forest Products & Containers
      • Precious Metals
      • Textiles
      • Tobacco
      • View All Heavy Industry & Manufacturing

      • Telecomm­unications

      • Carriers and Services
      • Mobile Entertainment
      • Networks
      • Peripherals
      • Telecommunications Equipment
      • Telecommunications Industry
      • VoIP (Voice over Internet Protocol)
      • Wireless Communications
      • View All Telecomm­unications

  • Lifestyle & Health
      • Consumer Products & Retail

      • Animals & Pets
      • Beers, Wines and Spirits
      • Beverages
      • Bridal Services
      • Cannabis
      • Cosmetics and Personal Care
      • Fashion
      • Food & Beverages
      • Furniture and Furnishings
      • Home Improvement
      • Household, Consumer & Cosmetics
      • Household Products
      • Jewelry
      • Non-Alcoholic Beverages
      • Office Products
      • Organic Food
      • Product Recalls
      • Restaurants
      • Retail
      • Supermarkets
      • Toys
      • View All Consumer Products & Retail

      • Entertain­ment & Media

      • Advertising
      • Art
      • Books
      • Entertainment
      • Film and Motion Picture
      • Magazines
      • Music
      • Publishing & Information Services
      • Radio & Podcast
      • Television
      • View All Entertain­ment & Media

      • Health

      • Biometrics
      • Biotechnology
      • Clinical Trials & Medical Discoveries
      • Dentistry
      • FDA Approval
      • Fitness/Wellness
      • Health Care & Hospitals
      • Health Insurance
      • Infection Control
      • International Medical Approval
      • Medical Equipment
      • Medical Pharmaceuticals
      • Mental Health
      • Pharmaceuticals
      • Supplementary Medicine
      • View All Health

      • Sports

      • General Sports
      • Outdoors, Camping & Hiking
      • Sporting Events
      • Sports Equipment & Accessories
      • View All Sports

      • Travel

      • Amusement Parks and Tourist Attractions
      • Gambling & Casinos
      • Hotels and Resorts
      • Leisure & Tourism
      • Outdoors, Camping & Hiking
      • Passenger Aviation
      • Travel Industry
      • View All Travel

  • Policy & Public Interest
      • Policy & Public Interest

      • Advocacy Group Opinion
      • Animal Welfare
      • Congressional & Presidential Campaigns
      • Corporate Social Responsibility
      • Domestic Policy
      • Economic News, Trends, Analysis
      • Education
      • Environmental
      • European Government
      • FDA Approval
      • Federal and State Legislation
      • Federal Executive Branch & Agency
      • Foreign Policy & International Affairs
      • Homeland Security
      • Labor & Union
      • Legal Issues
      • Natural Disasters
      • Not For Profit
      • Patent Law
      • Public Safety
      • Trade Policy
      • U.S. State Policy
      • View All Policy & Public Interest

  • People & Culture
      • People & Culture

      • Aboriginal, First Nations & Native American
      • African American
      • Asian American
      • Children
      • Diversity, Equity & Inclusion
      • Hispanic
      • Lesbian, Gay & Bisexual
      • Men's Interest
      • People with Disabilities
      • Religion
      • Senior Citizens
      • Veterans
      • Women
      • View All People & Culture

  • Hamburger menu
  • Cision PRWeb provides efficient communication tools to continuously engage with target audiences across multiple online channels
  • Create a Free Account
    • ALL CONTACT INFO
    • Contact Us


      11AM ET Sunday – 8PM ET Friday

  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR
  • News in Focus
    • Browse All News
    • Multimedia Gallery
  • Business & Money
    • Auto & Transportation
    • Business Technology
    • Entertain­ment & Media
    • Financial Services & Investing
    • General Business
  • Science & Tech
    • Consumer Technology
    • Energy & Natural Resources
    • Environ­ment
    • Heavy Industry & Manufacturing
    • Telecomm­unications
  • Lifestyle & Health
    • Consumer Products & Retail
    • Entertain­ment & Media
    • Health
    • Sports
    • Travel
  • Policy & Public Interest
  • People & Culture
    • People & Culture
  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR
  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR
  • Send a Release
  • Sign up
  • Log in
  • Resources
  • RSS
  • GDPR

New American Banker and partner Monigle research on the customer experience reveals gap between areas of investment and what actually keeps customers engaged and loyal

Over 8,500 U.S. consumers shared their direct experiences across 50 financial institutions as the basis for the report and ranking of experiences across large banks, community banks, credit unions, and challengers, including America First Credit Union, MoneyLion, and New York Community Bank.


News provided by

American Banker

Aug 16, 2021, 08:00 ET

Share this article

Share toX

Share this article

Share toX

Humanizing the Bank Customer Experience
Humanizing the Bank Customer Experience

NEW YORK, Aug. 16, 2021 /PRNewswire-PRWeb/ -- Humanizing the Bank Customer Experience, a new research report from American Banker in partnership with Monigle, a creative experience agency, examines the core of what drives customers to choose and stick with a particular financial institution to help executives take meaningful actions to build strong bank-to-customer experiences. More than 8,500 U.S. consumers evaluated and ranked 50 leading FIs on the factors proven to drive customer satisfaction and advocacy. This report is built to equip business leaders with the impactful data and tools, based on in-depth consumer insights and perspectives, to drive immediate change in organizations as we emerge post-pandemic with revised consumer expectations. Participating members of the study have the opportunity to access playbooks that provide details of their financial institutions' performance in customer experience.

Sponsored by Technysis, the comprehensive report, and associated rankings of 50 financial institution brands, provides detailed analysis of the strengths and weaknesses of financial institutions by type, and insights from the top performing institutions who are leading the way for their category. In particular, the findings in this report reveal key opportunities for financial institutions to continue humanizing the customer experience to drive a connection to, and action by, customers.

"This research is really exciting because it highlights specific areas banks can focus on to more effectively engage customers, actions that make a positive impact on customer satisfaction and advocacy. With so much at stake, having a new lens to frame those decisions is really impactful."

Post this

As bank consolidation increases and new challengers enter the market, financial institutions need to deliver the best customer experiences possible to attract and retain customers. As large banks seek to appeal to the masses and community banks and credit unions try to stay relevant, many fail in the human aspects of the customer relationship that drive engagement. This research uses a proven customer experience framework to evaluate and rank financial institutions on the essential elements of their performance. Janet King, Vice President, Arizent Research says, "This research is really exciting because it highlights specific areas banks can focus on to more effectively engage customers, actions that make a positive impact on customer satisfaction and advocacy. With so much at stake, having a new lens to frame those decisions is really impactful."

Other key findings of the research include:

The biggest opportunity for competitive differentiation may reside in the emotional dimension of the customer experience. Credit unions and challenger banks scored particularly well on the emotional motivators, representing a potential threat, poised to break the mold traditional retail banks have used to engage customers in the past.

Secure digital tools and mobile apps that enable consumers to easily access and manage their money are table stakes for most Financial Institutions (FIs). While ATMs and call centers are yesterday's tech, they still resonate as important points of FI engagement for today's younger consumers.

All FIs have their work cut out for them when it comes to how consumers "sense" a brand, from the physical branch to online platforms and community activities. Some need to overcome the inherent disadvantages of being an online-only or mostly branchless FI.

Today, American Banker released these results and the ranked list of these 50 institutions. The number 2 ranked institution shares, "America First Credit Union is humbled and grateful to learn members ranked us the top credit union on the list of national financial institutions," said Tammy Gallegos, America First Credit Union Chief Strategic Engagement Officer. "Our members know America First Credit Union is safe, secure, reliable, responsive, and dedicated to their financial well-being while working collaboratively to benefit the communities in which we are invested."

Humanizing the Bank Customer Experience, American Banker: https://www.americanbanker.com/news/why-banks-are-stuck-in-second-gear

Learn more with deeper dives into the findings of this research at two upcoming American Banker events, FAST FORWARD, November 9, 2021 and DIGITAL BANKING, November 16-18, 2021.

Research Background/Methodology
In March and April 2021, American Banker and Monigle collaborated to conduct two large-scale surveys among nationally representative samples of financial consumers. These surveys collected responses from a combined total of roughly 8,500 U.S. adults ages 18 years and older. The first survey, with 3,480 respondents, focused on the trends and attitudes shaping consumer expectations and behaviors in financial services today. In the second survey, more than 5,000 U.S. consumers evaluated 50 leading FIs on the factors proven to drive customer satisfaction and advocacy.

For more information on this study or to access the actionable playbook or other Arizent research, contact:
Janet King
Vice President, Research
Arizent
[email protected]
207-807-4806

About Arizent
Arizent is a business information company that advances professional communities by providing insights and analysis and convening industry leaders. The company uses deep industry expertise and a data-driven platform to deliver its services, which include subscriptions, marketing services, live events and access to Leaders, an executive forum. Arizent also connects business communities through leading financial services brands like American Banker, The Bond Buyer, Financial Planning and National Mortgage News, as well as professional services brands like Accounting Today, Employee Benefit News and Digital Insurance.

Arizent Research delivers actionable insights through full-service research solutions that tap into their first-party data, industry SMEs and highly engaged communities across banking, payments, mortgage, insurance, municipal finance, accounting, HR/employee benefits and wealth management.

About Monigle:
Monigle is a creative experience company fueled by humanizing brands that move people.
As one of the largest independent brand consultancies in the United States, we're independent in spirit and in ownership, unbound to both the status quo and shareholders. Fueled by 140+ builders and makers across offices in Denver and New York, our teams create and deliver powerful brand experiences across a spectrum of services, including insights, strategy, creative, culture, activation, branded environments, and BEAM–the world's leading brand engagement and asset management platform. Humanizing Brands. Moving People. Visit http://www.monigle.com to learn more.

About Technisys:
Technisys is the next-gen digital and core banking platform that redefines the customer experience. As a best-in-class technology platform, Technisys uniquely delivers differentiation in two key ways. By empowering financial institutions to dynamically create tailored financial products at the speed of commerce. And, by offering meaningful recommendations, to customers at point of need. How are we different? We use data-driven insights and integrate them with our unique technology that enables structural flexibility. A flexibility that allows financial institutions to create and tailor any financial product - in seconds - to deliver a seamless digital experience at every customer touchpoint whether online, on the phone, or at a branch. Giving banks and fintechs the agility to tailor offerings that become integral to a customer's lifestyle in new and profound ways, down to the segment of one. Visit http://www.technisys.com to learn more.

Media Contact

Janet King, Arizent, 207-807-4806, [email protected]

SOURCE American Banker

Modal title

Contact PRWeb

  • 11AM ET Sunday – 8PM ET Friday
  • Contact Us

About PRWeb

  • About PRWeb
  • Partners
  • Partnership Programs
  • Editorial Guidelines
  • Resources

Why PRWeb

  • Why PRWeb
  • How It Works
  • Who Uses It
  • Pricing

Accounts

  • Create a Free Account
  • Log in
  • Contact Us

Do not sell or share my personal information:

  • Submit via [email protected] 
  • Call Privacy toll-free: 877-297-8921

Contact Cision

Products

About

My Services
  • All News Releases
  • Online Member Center
  • ProfNet
Cision Distribution Helpline
888-776-0942
  • Legal
  • Site Map
  • RSS
  • Cookie Settings
Copyright © 2025 Cision US Inc.