Trends Report

How UK Banking Customers Use Different Channels, 2015

Weave Digital And Human Touchpoints Together To Deliver A New Generation Of Digital Banking

December 15th, 2015
Aurelie L'Hostis, Principal Analyst
Aurelie L'Hostis Principal Analyst
Jacob Morgan, Principal Analyst
Jacob Morgan Principal Analyst
With contributors:
Benjamin Ensor , Alex Causey , Cody White , Nicole Lesperance

Summary

Banking channel use in the UK is changing as customers increasingly use online and mobile banking to manage their financial lives. Yet human contact remains a key element of the relationship that many UK customers have with their banks. eBusiness and channel strategy executives at UK banks need to make better use of digital touchpoints to enhance customer engagement and drive sales, integrate digital and human touchpoints to deliver a new generation of digital banking, and turn branches into sales and advice hubs.

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