Customers’ Banking Expectations Are Changing If banks can’t deliver the digital capabilities that customers expect, they face losing them. Customers are less loyal towards their banks. Many have accounts with several different financial providers and most are far more willing to shop around and test out new banks to find products, services and customer experiences that better meet their needs. One survey found that 50% of customers are more likely to open their next account with a new bank, rather than with their existing bank. In the APAC region, 63% of banking customers were willing to switch to neo banks or new digital challengers. 2
1 PwC’s 2019 Consumer Digital Banking Survey. 2 Fintech and Digital Banking 2025 Asia Pacific – 2nd edition IDC Feb 2021.
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