How French Banking Customers Use Different Channels, 2011

Banking channel use is changing in France as customers slowly turn away from traditional channels like branches and the telephone to use digital channels like Internet and mobile banking. Digital channels are starting to replace branches as the hub of many French customers' relationships with their banks, and customers increasingly expect banks to support them across multiple touchpoints. eBusiness and channel strategy executives at France's banks need to develop integrated multichannel strategies that right-channel routine interactions to self-service touchpoints, reconnect with customers in branches, turn digital touchpoints into effective sales tools, and make the most of the mobile banking opportunity.