金钱的语言：值得把握的消费金融趋势

Nail your customer retention strategy with freshinsights on savers, switchers, and digital adopters. Contents Methodology All figures in this report are drawn fromGWI’s onlineresearchamong internet users aged 16-64 or 16+. Ourfigures are representative of the online populations of 03.Introduction 05.07.12.15.20.23.26.Consumer vibe check: Financial optimism by generationCustomer retention: Being on the right side of the switchThe role of AI: Does it have a place in financial services?The rise of digital banks: What’s the story?Financial products: Who’s buying what?Gen Z’s money mindset: How they’re planning fortheir futureWant to know more? Note that in many markets in Latin America, theMiddle-East and Africa, and the Asia-Pacific region,low internet penetration rates can mean online When reading this report, please note that we focus ondata from our ongoing global quarterly research, butalso refer to our monthly Zeitgeist studies across 11markets and ourGWI USAdata set, which surveys over Introduction The financial landscape is evolvingrapidly, shaped by global economic turmoil,technological advancements (did someonesay AI?), and shifting consumer expectations. Justclickon thisbutton to explore the Please note you’ll only be able to clickon the links in Slide Show mode. Ifyou’re viewing this file in Edit mode, We’re here to dig into some of the key trends inconsumer finance, including how age impactsfinancial optimism, why more consumers areusing digital banks, and how people really feel Of course, what you see in this report is onlya fraction of the rich consumer insights we’vegot in the bank. With our consumer researchplatform, you can get the latest insights on Key insights Youngerconsumersare optimistic Interest infinance and Fees andreputation Financialconsumersareskeptical Most digitalbank usershave atraditional A majority prefer usingtraditional banks forloans/mortgages andreceiving their salary,whereas digital banking GenZarefeelingoptimisticabout their financial future,withmillennialsnot farbehind. Gen X?They’re Consumers care mostabout fees and charges,with reputation and Gen Z are showing stronginterest infinance andinvesting, likely driven by 1 in 3 say they don't wantAI involved in theirfinances at all, making it Consumer vibecheck: Who’s01. Younger consumers How do today’s consumers feel abouttheir finances? It’s fair to say there’s room It’s not all pessimism of course, and age plays a keyrole. Gen Z are the most optimistic generation abouttheir finances, with 67% believing their personalfinances will get better in the next 6 months. Global consumers Our research shows a significant 50% ofconsumers globally feel negative about theeconomic state of their country. Even folkswho’re doing fine are worried: 40% of consumers Young consumers' optimism is supported by theiractions.16-34 year oldsare 45% more likely tosaythey plan to start a business in the next 6months. Interestingly, 52% of people who’re Attractingand retaining02. Support with financial literacy can help get customers on side What do consumers look for most when choosing afinancial services provider? What makes consumersstick with their current bank, or switch to a new one? % of consumers who say that they would like their bank to provide the following help with their finances For starters, there’s an appetite for banks tosupport consumers with their finances and findways to boost their confidence. Whichever banks Tools and educationcome top for support When it comes to the type of support customerswant, our research reveals 38% would like theoption of automatic savings/investment tools tomake sure money they’ve earmarked for saving Gen Z want savingtools, millennialswant webinars Not surprisingly, demand for these differentsupport options varies by age. Gen Z are 14%more likely than the average consumer to wantautomatic saving/investment tools, and 19% Millennials are the generation most likely to wantwebinars with financial experts, making them a The type of support different audiences wantfrom their bank ultimately comes down to howconfident they feel about managing their money.In the UK and US, older generations lead theway, with 60% of Boomers and a whopping 70% Fees and chargeswin, but reputation What about when it comes to choosing a newfinancial services provider? With 17% of Americanssaying they plan to get a new credit card in the next6 months, and 14% saying they plan on opening Fees and charges are front of mind for consumerswhen choosing a financial services provider, closely Privacy and customer service also both rank highly,trumping things like ethics and sustainability,suggesting that these are seen as nice-to-haves If that’s what consumers consider when shoppingaround for a new bank, what might cause them Lower fees please:Charges drive You won’t be shocked to hear that when it comesto switching, it’s all about fees. In fact, 21% ofAmericans say they’ll switch banks i