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"Empathetic banking, or banking with empathy, is about banks understanding and responding appropriately to the emotional state of their customers. It is a bank’s ability to adapt everything, from its distribution channel to its tone of voice, to the customer’s financial need and emotional disposition. An empathetic bank constantly collects data that helps them anticipate the assistance a customer might require."
<https://www.accenture.com/us-en/insights/banking/prioritizing-customer-empathy?c=acn_glb_curateddailyconeloqua_12135999&n=emc_0421&sfd=&sfg=00Q0B00000lElYkUAK&sfe=7011T000001chgRQAQ&emc=Corporate-NFA-Banking-04142021-Prioritizing%20Customer%20Empathy>