State of the Banking Industry

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The banking industry continues to evolve as customer demands, behaviors and expectations change. What do banks need to do to be ready to respond to customers in this new environment?  View this webcast during which Jim Miller, senior director of the banking at J.D. Power, focuses on the following topics: key industry trends that are having the biggest impact on customer satisfaction; how customer behavior is changing; how customers conduct their banking without using the branch and the impact on customer satisfaction, loyalty and share of wallet; and which customer segments are adopting mobile and how are they using this digital channel.



Author(s)

Jim Miller
Senior Director of Banking Services, Financial Services Practice