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Three billion reasons why voice can transform banking

Integrating the voice interaction with digital touchpoints across the customer journey

Voice technology has already reached a maturity and comfort level that will change the way that business-consumer relationships are built.

With technology companies now applying for banking licenses and banks calling themselves technology companies, the battle for retail banking is clearly intensifying. Organizations are changing their business models and product distribution, or rethinking the role of the branch all in an effort to better address how consumers interact and use their financial products.

Integrating voice interaction with digital touchpoints

Voice-led technology is not the future, it is here today

  • Voice-capable devices are quickly becoming pervasive—over 100 million Alexa-equipped devices have been sold in just the first three years of product availability and 52% of all smart speaker owners now use their device daily.
  • Comfort with voice technology is very clear—roughly 80% of the consumers are satisfied with their voice shopping experience.
  • Roughly 20% – 30% of all mobile phone searches are done by voice and this is forecasted to increase to over 50% by 2020.
  • Voice shopping is expected to be around 10% of all mobile e-commerce transactions.
Voice banking today

How PwC can help

Success in today’s complex environment requires experience and forward thinking. Our team of over 33,000 assurance, tax, advisory and strategy professionals in every segment of the financial industry can assist you. We bring fresh perspectives, proven approaches and dynamic experiences, so you can confidently lead with an agility that outpaces change.

Contact us

Julien Courbe

Principal, Financial Services Advisory Leader, PwC US

Mohib Yousufani

Principal, Growth & Digital Innovation, Banking Transformation Leader, PwC US

Ashish Jain

Principal, Financial Services, Strategy&, PwC US

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