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  "documentTitle": "Banking Consumer Study 2025",
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  "notes": "Part of a series of 'Actions to help'. Includes a case study example of a global bank.",
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      "text": "Mobile apps should evolve to be the nexus of the service center - a place where customers can see where a request stands and understand what comes next, even if the next step calls for going to a branch.\n\nAt one global bank, executives were seeing high-value customers abandon financial product applications at a high rate on their mobile apps. To reduce those drop-offs, they decided to improve their guidance. After using financial and psychographic data to segment those customers, they started sending personalized notifications to alert individuals to products that were most likely to fit their needs. Follow-up notifications then encouraged branch appointments and made them easy to schedule. At those appointments, prepared relationship managers could great customers with pre-filled forms, giving all parties time for more meaningful conversations. The result? Significant higher customer satisfaction and increased revenue through successful upselling.13",
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      "text": "With mobile serving as the first stop for customer banking interactions it has become the logical point of connectivity. This doesn't mean everything must be done in the mobile app—in fact, our survey shows the opposite. But what it does mean is mobile apps, integrated with branches, chatbots and ATMs, can eliminate repetitive steps and ensure that customers never have to \"start over.\"",
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      "text": "02\nPut customers in control with mobile as the orchestrator",
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