For eBusiness & Channel Strategy Professionals

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	October 9, 2009 How UK Banking Customers Use Different Channels by Benjamin Ensor with Alexander Hesse, Courtney Tincher	Average: 1  (1 rating)

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Executive Summary

The steady growth of online banking in the UK over the past decade is changing the way people use other banking channels. Half of UK adults still visit a branch each month, although the number of regular branch users has fallen. Banks' efforts to persuade customers to adopt self-service channels for routine interactions, thus releasing branch and call center employees for higher-value interactions, have stalled. eBusiness and channel strategy executives at the UK's banks need to continue right-channeling customers by encouraging them to use self-service channels for routine interactions, releasing branch and call center employee time for higher-value interactions like providing financial advice and selling products.

TABLE OF CONTENTS

• Customers Use A Wide Range Of Channels
• Customers Will Continue To Migrate From Branches To The Net
• Banks Need To Replace Branch-Centric Banking With True Multichannel Banking

RECOMMENDATIONS

• Centralize Channel Management
• Supplemental Material
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