Ben La Macchia

This session will dive into the latest findings from La Macchia Group’s annual State of the Financial Consumer survey, uncovering how Americans interact with their financial institutions today. Attendees will gain insight into trends surrounding financial satisfaction, the importance of physical branches, institution loyalty, and digital behavior. The research adds a human voice to the numbers, revealing consumer perceptions, decision-making drivers, and shifting expectations. These insights, when combined with geographic and competitive data, equip institutions with the clarity needed to grow smartly, adapt quickly, and stay relevant.

• Understand what today’s consumers expect from their primary financial institution and what causes them to switch.
• Learn how branch proximity and in-person service continue to influence trust and satisfaction.
• Discover how different financial institution types (banks, credit unions, online-only) are perceived and used.
• Gain data-backed insight into how often and why consumers still rely on branches, ITMs, and face-to-face service in a digital world.