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For eBusiness & Channel Strategy Professionals

How UK Banking Customers Use Different Channels, 2011

Executives Need To Put Digital Touchpoints At The Heart Of Their Strategies

January 30, 2012

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  • By Benjamin Ensor
  • with Myriam Da Costa,
  • Sabine Poltermann,
  • Amelia Martland

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.

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Table of Contents

  • Digital Banking Channels Are Slowly Displacing Traditional Channels
  • The Migration To Digital Channels Will Continue
  • Executives Need To Put Digital Channels At The Heart Of Distribution Strategy
  • Supplemental Material
  • Related Research Documents

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