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  "documentTitle": "Global Banking Consumer Study Reignite human connections to discover hidden value",
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      "text": "Our survey shows that most consumers use their bank's digital channels for quick functional tasks only. For example, nearly 63% said the majority of their mobile banking logins are simply to check their account balance. The data also illustrates how digitalization has reduced personal interaction between bank and customer: 44% of consumers aged 18-44 had difficulty getting human support when they needed it.",
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      "text": "This makes it difficult for banks to give meaningful advice and to sell complex banking products. As a result, they need to find ways to reignite these personal conversations with customers to successfully build relationships, increase loyalty and grow trust. Eventually, this will make it easier to up-sell and cross-sell.",
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      "text": "Some consumers find it difficult to manage their ever-growing number of financial services providers: 32% often lose track of their financial products and services. Younger consumers are twice as likely as older generations to feel this way.",
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      "text": "This explains the strong demand for solutions that help consumers manage their financial relationships. More than half (55%) would use an app or service that offers a single aggregated view of all their financial products and services across different service providers. Furthermore, Accenture’s Payments Survey found that 60% of consumers want a single app which tracks payments from all payment providers.",
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      "text": "These findings suggest that digital channels are functionally correct but emotionally devoid. They do not help forge a personal connection between bank and customer that goes beyond a transactional relationship—only 25% said their bank performs ‘extremely well’ when it comes to being aware of important changes to their financial and personal situations.",
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