While a shift to digital banking has been underway for some time, the COVID-19 pandemic sent the process into overdrive, forever changing the way banks operate—and the way consumers bank. From check deposits to loan applications, today’s technology allows virtual financial transactions unimaginable less than a generation ago.

Brick-and-mortar banks will reopen once the crisis is under control, but not all consumers will come flooding back. The convenience of digital is shaping the future: Forward-thinking banks that approach each new product or service with a digital mindset, baking in the technology right from the start, have a better chance at success.

In this report, we identify three areas where banks can elevate customer satisfaction in a digital environment: 

• Moving from servicing customers to engaging them with seamless banking that bridges online and in-person transactions
• Making contactless payments easier by ramping up card rollout
• Staying a step ahead of fraud with banking’s biggest asset—data