PUBLISHED DATE: 2025-04-16 00:29:35
Evolving Expectations and Experiences of Bank Customers in Australia | Publicis Sapient
The Customer Banking Report 2024 is now available
Evolving Expectations and Experiences of Bank Customers in Australia
Navigating the future of finance in the changing landscape of banking
Download the report
As emerging technologies transform the banking landscape, banks are at a crucial juncture: embrace innovation by delivering personalised and consumer-centric offerings or risk obsolescence. Confronted by challenges from both within and beyond their industry, Australian banks are contemplating the future: what significance and function will banks hold in society a decade from now?
Our Customer Banking Report draws on a survey where we spoke to more than 5,000 Australians from all walks of life to gauge their expectations, experiences, and perspectives of the country's banking sector. The findings cover a broad range of topics, from expectations of customers when it comes to personalised services to how customers engage with their bank through traditional branches.
The report reveals how AI has emerged as a key enabler as banks deliver personalised services, scam support, financial stress and product offerings.
Australia Customer Banking Report 2024
Diving into emerging trends reshaping the Australian banking industry
Your go-to guide to staying on top of customer banking expectations and experiences
Download the full report
Want to know more about the underlying data? Book a deep dive session with our experts to receive exclusive custom views of the report data.
Book a deep dive
Connect with us
- Tales Sian Lopes - Managing Partner, Financial Services, Australia and New Zealand - Contact
- Andrew Lam-Po-Tang - Managing Director, Management Consulting, Australia & New Zealand - Contact
1 of 2