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How US banks will adapt tech spend to rising digital users - Business Insider

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The pandemic is likely to accelerate a years-long consumer exodus from traditional banking channels to digital ones

over security, but health concerns will likely begin to outweigh these. Consequently, we expect banks to invest more heavily in conversational capabilities such as Alexa skills.

Streamlining digital user experience to retain customers. As more customers are forced to adopt digital banking during the pandemic, banks will begin to invest even more heavily in streamlining, simplifying, and reducing the chances for user or system errors in their digital banking channels in an effort to keep reluctant converts satisfied.

our Banking Digital Trust study — such as accelerating loading speeds, improved navigation, enlarging text size, customizing displayed content based on usage, decluttering pages, and minimizing the steps needed to complete a transaction.Join other Insider Intelligence clients who receive this Briefing, along with other Banking forecasts, briefings, charts, and research reports to their inboxes each day.

 

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