Banking in the metaverse: The next frontier
As you read this, the internet is being reshaped. And it’s already transforming banking. We have not witnessed a topic explode quite like the metaverse. While extended reality (XR) technology has been...
Digital Banking
Customer Experience
Artificial Intelligence (AI)
Commercial Banking
Data & Analytics
Customer Engagement
Banking
Banking Consumer Study
Canadian banking
Customer Experience
Artificial Intelligence (AI)
Commercial Banking
Data & Analytics
Customer Engagement
Banking
Banking Consumer Study
Canadian banking
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One of the things I hear most from our banking clients today is that, as they increasingly adopt digital technologies, ...
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Empathetic banking at the zero moment of truth
As I touched on in previous posts, banks operating in today’s financial ecosystem are being forced to reconcile ...
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How to make empathy part of UK banks’ digital skillset
In this short series of blogs I’m exploring how the behaviour of UK financial services customers has changed amid the ...
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Empathetic banking: Human touch, digital reach
Human touch, digital reach As I write this, parts of the world are slowly returning to a new version of normal. But ...
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Five principles for Canadian banks wanting to build human connections in a digital age
Canadian banks appear to be facing a paradox. The COVID-19 pandemic has kicked the uptake of digital banking into ...
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The paradox of human-based collections and how to overcome it
Over the past decade, banks have focused on building lifelong relationships with their customers. With COVID-19, ...
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More advisory trust can give bank revenue a 9% boost
In my last blog, I pointed out that low advisory trust is the underlying cause for five percent of banks’ retail ...
View our latest insights
Banking on empathy
Accenture surveyed banks to find out how they use digital banking, data insights and personalization to improve customer experience.
The ultimate guide to banking in the metaverse
When Neal Stephenson coined the term “metaverse” in his 1992 science-fiction novel, Snow Crash, he could hardly have foreseen that the phrase would be everywhere by late 2021. With bigtech giants like...
Rise of the “super-app”: Opportunity or threat?
Back in 2009, Apple coined the catchy phrase, “there’s an app for that.” Since then, apps (single-use apps, that is) have multiplied exponentially and become part of everyday life for most people. But...
Key trends shaping the future of payments
In a post-COVID world we have seen dramatic changes in the way customers pay, from the further shift towards a cashless society to a digital revolution in e-commerce payments. As we look forward, we s...
Hit or miss? Our Top 10 Banking Trends, reviewed
Every January since 2018, our annual “Top 10 Banking Trends” report has attempted to cut through the noise and reveal the real forces shaping the industry’s future. On top of the bold predictions and ...
Banking’s digital shift: Decision time for payments players
The pace of change in payments right now might seem overwhelming. The pandemic has supercharged the trend towards contactless, online and instant payments. Contactless payments, for instance, grew 150...
Growth in digital payments: A cross-industry view
Digital payments are gaining popularity as cash usage declines around the world. While card payments still dominate in countries where they have a large incumbent advantage, digital products like paym...
It’s back to the future for payments
This blog is based on my keynote presentation at the 2021 Payments Canada SUMMIT Payments leaders probably feel like they are living in the future right now. The pandemic changed the industry forever....
The next big payments disruptors may surprise you
At the recent Money 20/20 conference, I spoke with The Fintech Times about which potential disruptors banks and payments players are most concerned about. Accenture surveyed over 200 payments executiv...
Unlock the promise of Open Banking market infrastructure
Open Banking allows customers to share access to their banking data with trusted third parties, which then provide the customer with a better banking experience. Its adoption has been uneven around th...
