Top banks' mobile app ratings are telling. On a 1-5 scale, they're consistently above 4.5, with minimal variation across countries. Although this is a great rating, it also means that a functional digital experience is no longer a distinguishing factor.
Banking Consumer Study 2025 · page 7 of 38
Includes a quote from Starbucks CEO Brian Niccol regarding the loss of 'soul' in digital-first customer experiences.
Consulting deck · industry_trends · establish_context · overcrowded density
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