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Robert Vokes

As seen in: The Globe and Mail, Accenture
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Articles by Robert Vokes

Commoditization is the death-knell of a brand

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By Alan McIntyre, Robert Vokes, Michael Abbott, Cameron Krueger
| Accenture
In this series we’ve looked at a range of important subjects for banks looking to grow and gain competitive advantage in 2021. All are connected to Accenture’s latest Global Banking Consumer Study. But in every post we have encountered, in one way or another, the same challenges and questions. If a post-pandemic world is also a more digitalized one, how can banks preserve a human connection with their customers? And if they lose that connection, what might happen to them?
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How banks can address rising skepticism in 2021

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By Alan McIntyre, Mauro Macchi, Fergus Gordon, Robert Vokes
| Accenture
One of the most striking results from our recent Accenture Global Banking Consumer Study is the prevalence of banking Skeptics around the globe. Skeptics are one of the four persona groups identified in the study, which is built on input from 47,000 consumers from all over the world. Skeptics are the largest persona group, making up 38 percent of all banking customers globally. At first glance, bank leaders might be alarmed by this. Skeptics are tech-wary and generally dissatisfied with their banks.
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What consumers expect from banks in 2021

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By Alan McIntyre, Robert Vokes, Sulabh Agarwal, Britta Kotthaus-Krahmer
| Accenture
A new global survey reveals how banking behaviors are changing The COVID-19 pandemic has driven a rapid uptake of digital banking around the world. The incredible speed of the adoption has rewritten some of the fundamentals of the industry, including how consumers behave and what they expect from banks in 2021. Our latest Global Banking Consumer Study, drawing on input from more than 47,000 consumers in 28 markets, sheds light on these changes.
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Opinion: Canadian banks need to prepare for open banking now or risk being left behind

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By Andrew McFarlane, Robert Vokes
| The Globe and Mail Verified
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