The ultimate guide to banking in the cloud
The disruptions of the past two and a half years have dispelled the notion that cloud migration is a distant proposition. Instead, the cloud is the 21st century foundation for 21st century banking. Ba...
Digital Banking
Customer Experience
Banking Trends
Canada
Customer Trust
COVID-19
Loans
human-based collections
Credit Management
Customer Experience
Banking Trends
Canada
Customer Trust
COVID-19
Loans
human-based collections
Credit Management
Latest Empathetic Banking blogs
1511 Views
How can banks offer responsible BNPL with empathy?
Everyone seems to be climbing aboard the buy now, pay later (BNPL) bandwagon, as I discussed in my last blog, Can banks ...
1573 Views
Use AI tools to unlock customer and employee superpowers
Commercial banking customers value the human relationships they have with bank employees, who provide advice, support ...
898 Views
Building customer connections with care hubs & experience centers
One of the things I hear most from our banking clients today is that, as they increasingly adopt digital technologies, ...
1212 Views
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 ...
2809 Views
Four steps to scale empathetic banking in moments that matter
The COVID-19 pandemic upended people all around the globe, causing many to re-evaluate aspects of their life, including ...
1022 Views
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 ...
1924 Views
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 ...
1404 Views
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 ...
824 Views
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, ...
1470 Views
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.
Commercial banking top trends in 2023
The world of commercial banking faces uncertainty today. As a result, it is difficult to make confident decisions about the medium-to-long term. However, Accenture believes commercial banks have an op...
5 ways ISO 20022 could rewrite the future of payments
ISO 20022 is probably the biggest payments change of the last 30 years—if not more. It’s also no longer news. The industry has known for years that it’s coming. In fact, some institutions began thei...
The ultimate guide to product innovation in banking
The pace of change is not slowing down. Customers’ expectations have radically changed, and they expect much more from their banking products and services than ever before. To maintain relevance, bank...
Why money in the metaverse is a huge opportunity for banks
You can divide the history of money into five epochs, with each creating a new paradigm for the exchange of value. We are about to enter the next one—and it might just mean that the idea of money will...
How banks can enter the metaverse with purpose
Our first metaverse post attracted a lot of attention and prompted the Ultimate Guide to Banking in the Metaverse. These posts discussed the first step in moving to the metaverse: educating your teams...
Six steps to help banks reach net-zero
It’s fantastic that banks are taking the lead in the fight against climate change. Over 50 banks from across the world have pledged to reach net-zero carbon emissions by 2050. And many more are set to...
How banks can thrive in the face of rising interest rates
Bankers must be weary of all the talk about disruption; in the past 15 years they’ve had to survive both the economic and reputational fall-out of the Great Recession, digitize their business and star...
Banking on brand purpose: Three ways to unlock ROI
Great brands aim to make an impact on the world. They use purpose to drive action. And according to a recent Accenture Song study on North American banking customers, “brand purpose” is no longer a ni...
The three key areas of fintech acquisition success
For the past five years, banks have transformed by, in part, focusing on bank-to-bank mergers. However, the surge in banking M&A will shift from traditional acquisitions as banks clamor for disrup...
