Digital empathy, fostered through well-developed consumer personas, can play a crucial role in creating emotional connections with customers in the digital world. 

Financial institutions have traditionally relied on demographic data to define their audiences, but a shift towards viewing them as unique communities can provide deeper insights. However, about 70% of financial brands do not use consumer personas, hindering their ability to empathize with their customers. 

On this episode of the Banking on Digital Growth Podcast, James Robert Lay guides you through the most common pitfalls to avoid when creating consumer personas. Developing personas and recognizing their potential can transform your bank, credit union, or fintech focus from transactions to people, fostering a greater sense of empathy and connection.

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