Aite Group’s First Annual Retail Banking & Payments Customer Experience Forum

Report Summary

Aite Group’s First Annual Retail Banking & Payments Customer Experience Forum

Nearly every session discussed the need to remove friction in the customer experience.

Tiffani Montez
Senior Analyst
Francisco Alvarez-Evangelista
Research Associate

Boston, January 13, 2021 – It’s now more important than ever to allow customers to seamlessly move between channels. Customers use multiple channels to research, buy, and monitor orders or transactions. By having omnichannel experiences, financial institutions can draw from data and analytics that capture the full scope of a customer relationship, make account-opening and onboarding of new products and services more efficient, resolve customer inquiries and problems quicker, and drive new sales opportunities.

This Impact Report explores the key themes that emerged from Aite Group’s first annual Retail Banking & Payments Customer Experience Forum, including opportunities, lessons learned, and “aha” insights shared by the panelists and guests. The impact of the COVID-19 pandemic led this year’s event to occur online, which became a global and collaborative virtual one-day affair. Discussions included pertinent customer experience topics, such as financial wellness through digital experiences and digital customer onboarding, and took place during 10 interactive panel discussions. The forum included more than 250 registered attendees, including 26 retail banking and payments executives from FIs, fintech lenders, and e-commerce merchants.

This 19-page Impact Report contains one figure and one table. Clients of Aite Group’s Retail Banking & Payments service can download this report, the corresponding charts, and the Executive Impact Deck.

Download table of contents

This report mentions Bank of America, BillGO, Comerica Bank, CSI, Discover Financial Services, Duke University, Entrust, FIS, Fiserv, Glance Networks, Icognia, KeyBank, Mascoma Bank, Mechanics Bank, Oportun, Origin Bank, nCino, Navy Federal Credit Union, Northwest Financial Corporation, Nuance, Purdue Federal Credit Union, Reltio, TD Bank, Truist Bank, UW Credit Union, Varo Bank, Wells Fargo, and Zelle.

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