Engage Through Change: A Post-COVID Future

Imagine what you could do if you understood what’s driving changing consumer behavior.

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As we look to the post-COVID future, the economy, spending habits, consumer expectations and priorities are all in flux. Consumer behavior is constantly shifting, making it feel impossible to prepare for the future. But preparing for the future pays off.

Enterprises will need to rapidly adapt as customers change, but leading enterprises will proactively plan for the future to create a lasting positive impact on the financial wellness of their customers.

Consumer expectations

4-in-10 are likely to leave their provider if they do not offer the digital tools they expect, which is accelerating the need for digital transformation.

Digital fatigue

With 49% experiencing digital fatigue, which is impacting engagement and repayment, hyper-personalization is more important than ever.

Consumer spending priorities

Spending priorities have evolved and vary based on income and savings. 32% have more savings than at the start of the pandemic, and 29% have less.

Bill prioritization

Consumers are prioritizing bills to make ends meet, yet 57% plan to use their credit card to manage financial obligations post-COVID.

Create a customer experience that exceeds expectations