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For eBusiness & Channel Strategy Professionals

The State Of North American Digital Banking: Priorities, Goals, And Metrics

July 20, 2012

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Why Read This Report

This is the first of two reports that details the findings from "The State Of North American Retail Banking eBusiness 2012," a Forrester report conducted in partnership with the Consumer Bankers Association. Specific topics covered in this report include digital channel investments, priorities, and key metrics regarding the execution of sales, servicing, and payment efforts. The document outlines the key digital channel investment priorities for 2012 of retail bank executives that we surveyed and provides advice for optimizing digital channel results.

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Table of Contents

  • Digital Channels Continue To Change Bank Customer Habits
  • Retail Banks Are Increasing Investment In Digital Channels
  • Digital Channel Product Sales And Money Movement Are Top Priorities
  • Channel Goals Are Clear; Metrics Are Evolving
  • RECOMMENDATIONS

  • Digital Channel Executives Must Separate Hype From Opportunity
  • Supplemental Material
  • Related Research Documents