RESEARCH REPORT Digital banking strategy

Preparing banks for the greatest generational wealth transfer in history

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The generations do not bank the same. How can banks continue to connect with their existing, aging customer base while also attracting new, younger customers?

In this research report, we examine several attributes, including trust, convenience, ease of interaction, and connection, to identify what is essential for banks to remain competitive, set them apart from their competition, and – most importantly – how these expectations differ by generation.

Gen Z is just starting out on their financial journey and looking for a trusted brand to help them navigate.

Millennials have grown up heavily influenced by tech companies and expect the same convenience from their banks.

Having experienced multiple financial recessions and scandals as adults, Gen X may be naturally more skeptical of banks.

Boomers are generally satisfied with the status quo and need to know they’re being protected, taken care of, and considered.

We distill the simple truth to create a beautiful future.

Hero Digital is a leading independent customer experience company born in California at the intersection of business, design, and technology. Our purpose is to distill the simple truth to create a beautiful future — a customer experience future that is good for people and business. Hero Digital’s holistic process and integrated methods help leading brands like Comcast, Twitter, U.S. Bank, Salesforce, Sephora, Jefferson Health, The Robert Wood Johnson Foundation, and TD Ameritrade Institutional achieve growth.