teens on mobile devices Source: Shutterstock

The importance of digital banking has accelerated in the past 15 months. According to research from BAI, 62% of millennials and 61% of Generation Z indicated "they would switch their primary account for a better digital experience" in 2020, an increase from 47% and 54% respectively in 2019. This demonstrates how the COVID-19 pandemic fueled a push toward digital adoption that would have otherwise taken three to five years to achieve. Members began using these tools to bank, and now have become accustomed to them – even preferring them – to the traditional branch in some cases.

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