As the pandemic changes how people deal with businesses (and each other), Walker Smith and Barbara Cador discuss the possible responses when it comes to customer experience, particularly in the banking sector, as people worry more about their financial situation. Will this speed up digital transformation in financial services, or reinforce the importance of a human touch? What differences and similarities are we seeing in various markets around the world when it comes to consumer needs and preferences? And how will this change our relationships with banks, and our feelings about the ways they use our data?
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Resources
Asians worried sick about financial health
G7 Citizen Impact report: Seven in ten in G7 say personal income has or will be affected by coronavirus
COVID-19 Barometer: Financial uncertainty outweighs health concerns
A first look at impact of COVID-19 on consumer spending in US
Notes for editors
Future Proof: The marketing podcast from Saïd Business School, Oxford University, and Kantar, the marketing insights and consulting company.
In each episode, we’ll have a frank discussion with industry experts, to help brands and business leaders navigate the changing landscape of marketing… and hopefully dispel some myths and misconceptions along the way.
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