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Banking Consumer Study: Reignite human connections

March 21, 2023 5-MINUTE READ


In brief

Banks have a golden moment on their hands

Understanding the ever-changing customer and new competition


of respondents rate their main bank’s customer service as excellent


rate their main bank highly for its range of products and services and for the competency of its tailored financial advice


recently acquired a financial services product from a provider other than their main bank

Consumers still value the branch

Three pivots to reimagine the customer relationship and unlock value

From journey to intent

Moving from providing a frictionless digital customer journey to understanding each customer’s underlying motivation is as rewarding as it is challenging.

From personalization to personal conversations

Deeper understanding of customers' circumstances can enable advice that’s relevant to their lives. Next-gen tech like generative AI can play a crucial role here.

From siloed offerings to holistic experiences

Eradicating silos that isolate products and channels would allow banks to offer holistic propositions that combine products, including non-banking offerings, through physical and digital touchpoints.

Michael Abbott

Senior Managing Director – Global Banking Lead

Edwin Van der Ouderaa

Senior Managing Director – Strategy & Consulting, Customer, Sales and Service

Kim Kim Oon

Managing Director – Accenture Strategy, Banking

Get the essentials

The big read

20 minute read

Reignite human connections to discover hidden value

Our consumer banking research details the urgency and opportunity to capture untapped revenue by reigniting personal relationships with customers.

Short on time?


5 minute read

Read a one-page summary of the full report.


3 minute read

See a snapshot of what global consumers want from their bank, their perceptions of financial services providers and appetite for new services.