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The Banking Industry Is Using Video To Better Meet Customer Needs

January 30, 2008

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Authors

  • By Claire Schooley
  • with Erica Driver,
  • Jamie Barnett

Why Read This Report

Banks are beginning to use video to carry on business with customers remotely. Through branch office videoconferencing or video-enabled Web conferencing, banks conduct high stakes business: selling mortgages, advising on loans, discussing purchase and sale of stock, and structuring investment portfolios. The driving forces are a desire to differentiate themselves from their competition, customer uptake in the use of the Internet, and a higher cross-sell rate with videoconferencing than with telephone. Excellent bank staff training in techniques for working remotely with customers and facility with using technology are critical success factors.

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Table of Contents

  • Improved Video Quality Opens Up New Customer Channels
  • Banker Uptake Of Videoconferencing Is On The Rise
  • Banks Pilot And Implement Video And Web For Better Customer Service
  • Steps To Follow To Create A Successful Remote Banking Experience
  • RECOMMENDATIONS

  • I&KM Pros: Explore And Test Video Remote Branch Banking Approaches
  • WHAT IT MEANS

  • Video Technology Will Become An Expected Part Of Banking
  • Supplemental Material
  • Related Research Documents