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For eBusiness & Channel Strategy Professionals

How UK Banking Customers Use Different Channels

October 9, 2009

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Why Read This Report

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.

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Also in Collection: How UK Consumers Use Financial Channels

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
  • Related Research Documents

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