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Purpose
KPMG · 2020 · key_messages
Purpose
79% — CEOs re-evaluating purpose
 Prosperity
KPMG · 2020 · industry_trends
Prosperity
88% — CEO confidence
 Chart 5: To what extent do you plan to increase investment in the following technologies over the next 12 months?
KPMG · 2020 · industry_trends
Chart 5: To what extent do you plan to increase investment in the following technologies over the next 12 months?
 Shifting risks
KPMG · 2020 · case_study
Shifting risks
 The government was helpful in making sure ports remained operational, so we were able to import raw materials and export products without interruption.
KPMG · 2020 · case_study
The government was helpful in making sure ports remained operational, so we were able to import raw materials and export products without interruption.
 Chart 6: Changing threats to growth
KPMG · 2020 · industry_trends
Chart 6: Changing threats to growth
21% — Greatest risk to growth
 Priorities
KPMG · 2020 · quote_slide
Priorities
72% — CEO sentiment
 Future of work
KPMG · 2020 · case_study
Future of work
 Chart 8: Reasons global CEOs are rethinking their supply chains
KPMG · 2020 · industry_trends
Chart 8: Reasons global CEOs are rethinking their supply chains
32% — Percentage of CEOs
 Reflections for the new reality
KPMG · 2020 · key_takeaways
Reflections for the new reality
 Methodology and acknowledgments
KPMG · 2020 · appendix
Methodology and acknowledgments
 Contacts
KPMG · 2020 · other
Contacts
 Contents
Accenture · 2019 · table_of_contents
Contents
 OVERVIEW
Accenture · 2019 · key_takeaways
OVERVIEW
 Meet the personas:
Accenture · 2019 · segmentation
Meet the personas:
33% — share of respondents
 Pioneers
Accenture · 2019 · segmentation
Pioneers
50% — share of Pioneers aged 18-34
 CUSTOMER PERSONAS: PIONEERS
Accenture · 2019 · segmentation
CUSTOMER PERSONAS: PIONEERS
75% — Pioneers willing to take risks to improve their lives
 CUSTOMER PERSONAS: PIONEERS
Accenture · 2019 · segmentation
CUSTOMER PERSONAS: PIONEERS
95% — Willing to share data for personalized services
 Pragmatists
Accenture · 2019 · segmentation
Pragmatists
95% — trust human advisors for loan/mortgage advice
 CUSTOMER PERSONAS: PRAGMATISTS
Accenture · 2019 · segmentation
CUSTOMER PERSONAS: PRAGMATISTS
96% — trust in human advisors at insurance branch
 CUSTOMER PERSONAS: PRAGMATISTS
Accenture · 2019 · segmentation
CUSTOMER PERSONAS: PRAGMATISTS
85% — Willing to share data for personalized services
 Skeptics
Accenture · 2019 · segmentation
Skeptics
45% — Content most of the time
 CUSTOMER PERSONAS: SKEPTICS
Accenture · 2019 · segmentation
CUSTOMER PERSONAS: SKEPTICS
14 years — average bank tenure
 CUSTOMER PERSONAS: SKEPTICS
Accenture · 2019 · segmentation
CUSTOMER PERSONAS: SKEPTICS
80% — Willingness to share data for personalized services (Skeptics)
 Traditionalists
Accenture · 2019 · segmentation
Traditionalists
66% — Traditionalists aged 55 or older
 CUSTOMER PERSONAS: TRADITIONALISTS
Accenture · 2019 · segmentation
CUSTOMER PERSONAS: TRADITIONALISTS
 CUSTOMER PERSONAS: TRADITIONALISTS
Accenture · 2019 · segmentation
CUSTOMER PERSONAS: TRADITIONALISTS
8% — Phone is principal device (Traditionalists vs Total)
 A closer look at the differences
Accenture · 2019 · segmentation
A closer look at the differences
95% — Willingness to share data (Pioneers)
 Appetite for integrated propositions addressing core needs
Accenture · 2019 · key_messages
Appetite for integrated propositions addressing core needs
more than half — consumer interest in integrated propositions
 CUSTOMER ATTITUDES AND PREFERENCES: 1: APPETITE FOR INTEGRATED PROPOSITIONS ADDRESSING CORE NEEDS
Accenture · 2019 · data_table
CUSTOMER ATTITUDES AND PREFERENCES: 1: APPETITE FOR INTEGRATED PROPOSITIONS ADDRESSING CORE NEEDS
80% — Interest in integrated propositions (overall)
 CUSTOMER ATTITUDES AND PREFERENCES: 1: APPETITE FOR INTEGRATED PROPOSITIONS ADDRESSING CORE NEEDS
Accenture · 2019 · case_study
CUSTOMER ATTITUDES AND PREFERENCES: 1: APPETITE FOR INTEGRATED PROPOSITIONS ADDRESSING CORE NEEDS
 Figure 2. Eight non-exclusive key plays of an Orchestrator of Ecosystems
Accenture · 2019 · framework_other
Figure 2. Eight non-exclusive key plays of an Orchestrator of Ecosystems
 2 Appetite for personalization of services
Accenture · 2019 · section_divider
2 Appetite for personalization of services
 Engaging through personalization
Accenture · 2019 · data_table
Engaging through personalization
86% — % of persona expressing interest in personalization
 CUSTOMER ATTITUDES AND PREFERENCES: 2. APPETITE FOR PERSONALIZATION OF SERVICES
Accenture · 2019 · case_study
CUSTOMER ATTITUDES AND PREFERENCES: 2. APPETITE FOR PERSONALIZATION OF SERVICES
 CUSTOMER ATTITUDES AND PREFERENCES: 3. WILLINGNESS TO SHARE DATA FOR RECIPROCAL BENEFITS
Accenture · 2019 · data_table
CUSTOMER ATTITUDES AND PREFERENCES: 3. WILLINGNESS TO SHARE DATA FOR RECIPROCAL BENEFITS
96% — Willingness to share data for more competitive/lower prices (Pioneers)
 CUSTOMER ATTITUDES AND PREFERENCES: 3. WILLINGNESS TO SHARE DATA FOR RECIPROCAL BENEFITS
Accenture · 2019 · context
CUSTOMER ATTITUDES AND PREFERENCES: 3. WILLINGNESS TO SHARE DATA FOR RECIPROCAL BENEFITS
 CUSTOMER ATTITUDES AND PREFERENCES: 4. INTEGRATION BETWEEN PHYSICAL AND DIGITAL CHANNELS
Accenture · 2019 · segmentation
CUSTOMER ATTITUDES AND PREFERENCES: 4. INTEGRATION BETWEEN PHYSICAL AND DIGITAL CHANNELS
80% — Want to see their banks blending physical and digital services
 CUSTOMER ATTITUDES AND PREFERENCES: 4. INTEGRATION BETWEEN PHYSICAL AND DIGITAL CHANNELS
Accenture · 2019 · case_study
CUSTOMER ATTITUDES AND PREFERENCES: 4. INTEGRATION BETWEEN PHYSICAL AND DIGITAL CHANNELS
 CUSTOMER ATTITUDES AND PREFERENCES: 4. INTEGRATION BETWEEN PHYSICAL AND DIGITAL CHANNELS
Accenture · 2019 · case_study
CUSTOMER ATTITUDES AND PREFERENCES: 4. INTEGRATION BETWEEN PHYSICAL AND DIGITAL CHANNELS
 CUSTOMER ATTITUDES AND PREFERENCES: 4. INTEGRATION BETWEEN PHYSICAL AND DIGITAL CHANNELS
Accenture · 2019 · framework_other
CUSTOMER ATTITUDES AND PREFERENCES: 4. INTEGRATION BETWEEN PHYSICAL AND DIGITAL CHANNELS
 CUSTOMER ATTITUDES AND PREFERENCES: 5. THE ROLE PLAYED BY TRUST
Accenture · 2019 · data_table
CUSTOMER ATTITUDES AND PREFERENCES: 5. THE ROLE PLAYED BY TRUST
89% — Trust their bank to look after their long-term financial well-being (Pragmatists)
 What does this mean for financial providers?
Accenture · 2019 · key_takeaways
What does this mean for financial providers?
7% — respondents who switched bank accounts in past year
 RECOMMENDATIONS
Accenture · 2019 · recommendation
RECOMMENDATIONS
 About the research
Accenture · 2019 · appendix
About the research
47,000 — Respondents surveyed
 The global consumer: Personas by region and market
Accenture · 2019 · data_table
The global consumer: Personas by region and market
33% — Persona share by market
 Acknowledgements:
Accenture · 2019 · team_bio
Acknowledgements:
 References:
Accenture · 2019 · appendix
References:
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