Customer Interaction

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    This individual Note 2017 Outlook: Customer Interactionis available for purchase. This Note is available to members of Mercator Advisory Group’s Customer Interaction Advisory Service. Please be advised that this Note is normally part of a research and advisory service that provides ongoing support throughout the year. As such, this Note contains significant depth of content that is selected for its strategic importance to our members. (For a description of these services, see our Advisory Services section).

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2017 Outlook: Customer Interaction


Adapting to the public’s changing expectations of financial institutions will stabilize their course.

The banks, credit unions, and other financial institutions that consumers rely on today to help navigate their daily financial lives will be expected by them to further modify the ways they conduct business and service delivery in 2017. By adopting greater flexibility and implementing financial technology (fintech), these organizations will secure and enhance their position.