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Table of contents

  1. Opportunity amid disaster
  2. What even are banks now?
  3. Reprioritizing the hierarchy of customer needs
  4. Understanding our changing motivations
  5. Forging meaningful connections in a low-touch world
  6. Rekindling your customer relationships
  7. A moment ripe for reinvention
  8. How will you evolve?

More research and perspectives

How Wells Fargo turns disruption into an opportunity for reinvention

In this episode, we talk to Jamie Moldafsky, Chief Marketing Officer at Wells Fargo. Moldafsky sheds lights on the changes in customer preferences and needs since the start of the pandemic, and how the company has responded. Listen in to hear Moldafsky’s three pieces of advice for achieving customer experience success, even in the midst of a global crisis.

The state of consumer spending: Implications for financial institutions

As governments ease social restrictions and businesses re-engage customers, will an increase in spending follow? And as consumers grapple with when, where and how to spend, will they return to their pre-pandemic habits or will this new reality stick — at least for the immediate future? To answer these questions and take a closer look at how the COVID-19 pandemic has changed consumer spending, Hero Digital surveyed 1,600 people in May 2020 to learn more about their behaviors and preferences.

Unlocking digital banking audience opportunities

Before we start proclaiming “the death of the branch” or “the end of cash” we need to remember that the strategy to get to digital transformation is still not a one-size-fits-all solution. This new digital audience segmentation is intended to define audiences as well as provide a benchmark to begin thinking about how to best map out the path to digital transformation, starting with the customer behaviors first.

The moment of reinvention for the bank branch

From the rise of mobile banking and payments to a surge of FinTech entrants, “digital transformation” in retail banking has been a long time coming. And then the COVID-19 pandemic hit our lives and sped up all things digital seemingly overnight. In our latest research, we dig deep into the changing landscape of retail banking in a post-COVID world and how brands can address the needs of the different segments of banking customers.

We are Hero.

A new kind of Customer Experience Company.

Born at the intersection of Business, Design, and Technology, we create experiences of Truth & Beauty to have a positive impact on people—and on the businesses that serve them. We’ve built impactful, personalized, and cohesive customer experiences for payment providers (Bank of America Merchant Services), retail banking (U.S. Bank, Westpac Bank NZ), money management solutions (TD Ameritrade), and insurance providers (Humana).

Talk to us about establishing audience segments, creating a North Star vision, building mobile tools, crafting your marketing strategy, and transforming your online experience.

Contact us