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Digital banking audience segments

  • Resistant Digital Users: Slower adopters of technology and non-users of digital banking platforms
  • Reluctant Digital Adopters: Slower adopters of technology that have now become first-time users of digital banking platforms
  • Accelerated Digital Adopters: Early adopters of technology that increased usage of banking platforms during the pandemic
  • Active Digital Users: Early adopters of technology and frequent users of digital banking platforms

More research and perspectives

From Boomers to Zoomers: Preparing banks for the greatest generational wealth transfer in history

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.

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.

21st Century Banking: Where we’re going, we don’t need branches

The COVID-19 pandemic and its subsequent shelter-in-place restrictions dramatically accelerated the digital transition for bank customers globally. Download this research-driven article — including fresh perspectives from bank leaders — for insights into how banks and credit unions can assess their customers’ needs and chart a course for the post-pandemic future.

The future of discretionary spending

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.

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.

Hero Q&A with a banking CMO: Learning through adaptation

At a time when COVID-19 is having profound implications on all aspects of daily life for people around the world, banks and credit unions have a crucial role in ensuring the continued functioning of society. We sat down (virtually) with Becky Smith, CMO of SECU, to talk about how SECU, Maryland’s largest credit union, is adapting to COVID-19 and what the long term implications of this response may be on customer experience going forward.

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).

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