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The State Of North American Digital And Multichannel Banking 2013

Multichannel Strategy Is More Of A Pipe Dream Than Reality

April 2, 2013

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Why Read This Report

The rapid development of customer touchpoints and rising customer expectations turn up the pressure on eBusiness professionals at retail banks to continue investing in digital channels. Yet few eBusiness executives report having the resources needed to execute their strategy to support how customers interact with financial services firms across multiple channels. To help us understand how digital banking teams are focusing their strategic energy, investing in digital channels, building multichannel capabilities, and measuring the digital business, Forrester partnered with the Consumer Bankers Association for the second year to survey eBusiness professionals. This report outlines the key digital channel investment priorities for 2013 of retail banking executives and the obstacles banks currently face in executing a multichannel strategy.

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Table of Contents

  • Consumers Continue To Adopt Digital Channels At A Record Pace
  • Banks Are Increasing Investments To Meet Rising Customer Needs
  • Multichannel Sales And Service Are Still A Pipe Dream
  • RECOMMENDATIONS

  • Channel Silos Will Continue To Be The Multichannel Albatross
  • Supplemental Material
  • Related Research Documents

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