Forrester

Why Read This Report

Online banking has changed the way people use other banking channels over the past decade. Even so, half of UK adults still visit a branch each month. eBusiness and channel strategy executives need to persuade customers to adopt self-service channels for routine interactions, thus releasing branch and call center employees for higher-value interactions. To do that, banks need to put digital channels at the heart of their strategies. Executives need to build a new generation of digital financial services that integrate human and self-service touchpoints by right-channeling routine interactions to self-service, turning branches into advice centers, generating sales online by integrating human help, and delivering on customer demand for mobile banking with mobile money management, marketing, and sales.