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Some key insights from the latest findings…

  • 36% of respondents reported spending less than they were three months ago
  • Affluent consumers are more impacted by a loss of spending opportunity, while lower income customers are more likely to be saving intentionally
  • 87% of respondents said that, in the future, they plan to spend the same or less than they’re spending during the pandemic
  • Those living in regions with a lower rate of infection are more comfortable with resuming social spending

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.

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.

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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