In this episode of The Executive Innovation Show Podcast, Carrie Chitsey speaks with Chuck Rogers. Chuck Rogers is the Financial Services Practice Leader for Market Force Information. Chuck has been in the financial services industry for more than 30 years and specializes in helping retail banks deliver exceptional customer experience. 

 Listen in as they discuss topics related to the financial industry such as: 

• The consumer banking trends and the change in demands for experience and technology among different generations. Listen as Chuck discusses the recent report by Market Force, “US-Banking Customer Experiences and Competitive Benchmarks”. 
• Contrary to what you may think, when looking at consumers that go into a branch to see a personal banker on a monthly basis, Millennials have a higher frequency of branch visits than Baby Boomers.  See why 18% of this segment is comprised of Millennials while only 9% are Baby Boomers.   
• We talk by generation the impacts of convenience and how it affects the banking relationship. Understand why banks need to understand the customer demands of convenience, timing, and communication preferences. 
• Who is using mobile applications more Baby Boomers or Millennials? It’s not as different as you think. Should Boomers get more credit for being tech-savvy?
• Find out why when consumers having an account issue they are calling into the call center more than visiting a branch location. Is the branch dead or just different? 
• Learn the top reasons why consumers switch banks. With room for churn among consumers, what products are the fintech and online only banks picking off? 

In this podcast we discuss Market Force Information’s retail banking research. What are consumers favorite places to bank? See here.

Download the "Bank of the Future" White Paper mentioned in the podcast.

Support the show