How French Banking Customers Use Different Channels, 2015

Banking channel use is changing in France as customers increasingly use digital touchpoints like online and mobile banking to manage their financial lives. Digital touchpoints are gradually replacing branches as the primary touchpoint many French customers use to manage their finances, yet human contact still remains a key element of the relationship that many customers have with their banks. eBusiness and channel strategy executives at French banks need to integrate digital and human touchpoints to build a new generation of digital banking. They should make better use of digital touchpoints to engage customers and generate sales leads, weave human and digital touchpoint together to optimize processes across touchpoints, and turn branches and contact centers into sales and advice hubs.