埃森哲：2019年全球金融服务消费者研究（英文版）(57页).pdf

1、DISCOVER THE PATTERNS IN PERSONALITY Explore our latest research and uncover the consumer trends affecting banks and insurers today. Find out how customers want to engage with you through our four powerful personas. 2019 Accenture Global Financial Services Consumer Study Contents Overview Customer p

2、ersonas Pioneers Pragmatists Skeptics Traditionalists Customer attitudes and preferences Appetite for integrated propositions addressing core needs Appetite for personalization of services Willingnesstosharedataforreciprocalbenefits Integration between physical and digital channels The role played b

3、y trust Recommendations About the research 3 6 8 11 14 17 21 22 28 32 38 45 48 53 #FSConsumerStudy Financial Services customers are more willing than ever to share dataprovided that data sharing powers integrated propositions and offers that are tailored to their needs. The pressure is on for banks

4、and insurers to provide highly personalized services, but how can they accommodate a million markets of one? Byfindingthepatternsthatbringcustomerstogether. In 2018 we surveyed 47,000 banking and insurance customers across 28marketsinAsia-Pacific,Europe,LatinAmerica,MiddleEastandAfrica, andNorthAmer

5、ica.Throughthissurvey,whichbuildsonourfirstbiennial study in 2017 and is one of the largest of its kind, we sought to understand what these consumers value, what differentiates them and how they want toengagewithfinancialproviders. What brings customers together sets them apart 2019 Accenture Global

6、 Financial Services Consumer Study3 #FSConsumerStudy OVERVIEW Consumers want integrated propositions addressing core needs. Our research reveals that around half of consumers expectfinancialproviderstoofferpropositionsaddressing coreneeds,andnotonlytraditionalfinancialservices. These propositions ty