Insights From the 13th Annual Consumer Trends Survey

Today's consumers are mobile, social and more connected than ever before. They want control over their finances, delivered in the form of effortless, instant interactions that don’t interrupt their lives.

This report highlights the opportunities for financial institutions to better understand and expand their digital reach to all consumer segments. Much of the survey data presented here is segmented by generation.

Survey findings reveal that the vast majority of people value opportunities to better manage their financial lives. This is especially important given that many people are on tight budgets and have limited savings.

While people often assume there are significant differences between older and younger generations, this is not always the case. Across all consumer segments, findings reveal that digital banking users are among a financial institution’s most valuable customers. In particular, they use more revenue-generating services than nondigital financial services consumers.

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