Engageware Releases 2023 Customer Engagement in Banking Report
Engageware, the industry-leading provider of customer engagement solutions, released its ENGAGE 2023: Customer Engagement in Banking, Annual Trends Report. This year's report, powered by market research firm, Infosurv, explores the strategic priorities of U.S.- based banks and credit unions, their current initiatives, and their outlook on customer engagement for the coming year. Engageware surveyed banking professionals in a variety of roles at credit unions (65%) and retail banks (35%) with average asset sizes ranging from $250 million to $20 billion. Additionally, this year, Engageware surveyed 450+ banking consumers, aged 18-65.
"In today's challenging economic climate, financial institutions need to be closely attuned to the changing needs and preference of their customers," said Caroline Platkiewicz, Senior Marketing Manager, Engageware. "In addition to our annual survey of banking professionals, we complemented our findings with a proprietary survey of U.S. banking consumers to understand their attitudes, behaviors, and expectations of their primary financial institution. In doing so, our aim is to provide community bank and credit union leaders with data and insights to better equip them in their customer engagement strategy and planning for 2023. When FIs create avenues for their customers or members to engage, they are more likely to entrust their PFI with important financial decisions, thereby positioning the bank or credit union for long-term success."
According to survey findings and insights from the field, Engageware's report advises mid-tier banks and credit unions to observe the following themes in 2023:
Engageware provides industry-leading technology and expert know-how to help organizations better engage their customers. Having surpassed scheduling more than one billion online appointments, and trusted by more than 500 organizations, Engageware's self-service, appointment scheduling, and knowledge management SaaS solutions - combined and integrated with those of our market-leading partners - make it easy for customers to answer their questions quickly, connect to the right resources when scheduled expertise is needed, and get a consistent, efficient experience when help from a representative is required. Organizations that use our customer engagement solutions deliver quality customer experiences no matter the channel - enabling faster growth with greater efficiency.
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