For eBusiness & Channel Strategy Professionals

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	July 18, 2008 High Touch Trumps High Tech When Switching Online Bill Payments by Emmett Higdon with Benjamin Ensor, Brendan McGowan, Courtney Tincher

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Executive Summary

While US banks have successfully leveraged technology to simplify the account opening process, little progress has been made in using technology to help new customers easily move their online bill payment info over from their existing bank. The technology solutions that exist today merely substitute one online process for another. When switching banks, bill pay users will benefit more from hand-holding during and after account opening than they would from these automated online switching tools. eBusiness executives will see better bill pay activation results from new checking account customers by focusing on in-branch efforts and employee incentives.

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