Trends Report

Forrester Infographic: Banks Should Engage High-Energy Consumers With Hybrid Experiences

December 2nd, 2020
Xiaofeng Wang, Principal Analyst
Xiaofeng Wang Principal Analyst
With contributors:
Frederic Giron , Nancy Lin , Bill Nagel

Summary

Consumer energy is the underlying emotional force that drives consumer desire, readiness, and ability to increase engagement with brands. High-energy consumers are strategic for banks in Singapore, as they make up a significant portion of their customer base. These consumers are more digitally empowered and more profitable — but they're also more likely to churn if they cannot satisfy their desires for meaningful engagement through human and digital channels.

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