EMPATHETIC BANKING

Accenture

Empathetic Banking

Latest Empathetic Banking blogs

Use AI tools to unlock customer and employee superpowers
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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 ...

Building customer connections with care hubs & experience centers
496 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, ...

Empathetic banking at the zero moment of truth
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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 ...

Four steps to scale empathetic banking in moments that matter
1042 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 ...

How to make empathy part of UK banks’ digital skillset
726 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 ...

1327 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 ...

Five principles for Canadian banks wanting to build human connections in a digital age
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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 ...

The paradox of human-based collections and how to overcome it
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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, ...

More advisory trust can give bank revenue a 9% boost
1137 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

Accenture Banking on Empathy

Banking on empathy

Accenture surveyed banks to find out how they use digital banking, data insights and personalization to improve customer experience.

Empathetic Banking Authors

Michael Abbott

Senior Managing Director – Global Banking Lead

Alan McIntyre

Senior Managing Director – Banking

Jared Rorrer

Managing Director – Global Commercial Banking Lead

Peter Kirk

Global Customer Insight & Growth Lead – Financial Services

Robert Vokes

Managing Director – Financial Services

Adrien Kirschfink

Managing Director – Financial Services, Customer Insight & Growth