BAI Banking Outlook Special Report:

What's ahead
in 2021


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How has the pandemic impacted customer behavior and attitudes? Two recent surveys provided some surprising insights.


In 2019, we looked at consumer and industry attitudes and behaviors regarding digital adoption. We repeated the research in 2020 to see how the pandemic affected those attitudes and behaviors by generation, and across generations. The answers were revealing.

Download the complete report to better understand the state of banking in 2021 and beyond.