Easy is not enough: Meeting consumer expectations in the digital age

Abstract

To fully understand consumer expectation of the digital age, it is necessary to return to first principles and consider the base psychology of humans where it pertains to effort and time. The time-poor generation of today expects to expend no effort on anything but high-value transactions. To meet these expectations, digital banks must use advanced data capabilities to drive personalised and, ultimately, high-value, negative-effort propositions while balancing the ethical use of data.