Every year, we undertake our global Future Shopper consumer survey to build a picture of what digital commerce and retail looks like from the vantage point of consumers. This year, we dug deeper into what customer journeys look like across different verticals.
Being largely service-based, and with an absence of physical products, the consumer finance market is quite different to most other retail verticals. Is this reflected in the customer journeys people undertake when they shop for credit cards, insurance, mortgages, loans and other banking services? This is what we found out.
