The September 2023 report highlights that Gen Z’s financial behaviors differ significantly from millennials, requiring banks to rethink strategies. This generation values face-to-face branch interactions despite being digitally native, and they expect digital access to bankers, improved financial literacy resources, and fintech-like planning tools. Financial institutions must prepare operational models and roadmaps that align with Gen Z’s needs, evolve branches to meet their expectations, and use data effectively to deliver personalized experiences. Capturing and managing data is critical to build trust and meet the high service standards demanded by this emerging customer base.

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