20 THREE DIGITAL BANKING STRATEGIES TO DRIVE CUSTOMER ENGAGEMENT By Shelby Isert, CSI Ongoing improvements and expansion of digital banking are redefining consumer relationships with their financial institutions. This paradigm shift has led to an ongoing concern – how can financial institutions make up for dwindling interpersonal time and meaningfully build consumer engagement? Digital engagement is a process that requires multiple touchpoints and mechanisms to facilitate. This article discusses the critical elements of each and customer engagement strategies to elevate relationships. For a broader view of customer-centric banking, you can read our digital transformation white paper at https:// www.csiweb.com/what-to-know/content-hub/odwebinars/ digital-transformation-the-rise-of-customer-centric-banking/. What is Digital Customer Engagement? In CSI’s 2022 Banking Priorities survey, 85% of banking executives reported increased digital channel usage at their institution. Similarly, Business Insider expects digital banking users in the U.S. to rise to 75% of the population this year. Digital engagement consists of all the meaningful ways your bank embraces these trends to elevate interactions with consumers. Do customers actively use your digital channels and form real connections with your institution? In today’s competitive market, your answer to that question matters. Engaged customers are more likely to become your best advocates. Recent Gallup research on retail
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