Trends Report

How Polish Banking Customers Use Different Channels, 2011

December 1st, 2011
With contributors:
Vanessa Niemeyer, Ph.D. , Amelia Martland , Myriam Da Costa


The Polish retail banking market is characterized by strong growth and competition. Only 68% of the population owns a current account, and a large number of banks are competing for customer attention. Online banking has grown rapidly in the past few years and is overtaking the branch as the preferred banking channel. Changing customer behavior means Polish channel strategy executives need to put digital channels at the heart of their strategy. To do that, continue to right-channel routine interactions to self-service outlets like ATMs and mobile banking, convert branches into advice centers, and work on multichannel integration to provide better customer service and drive sales across different channels.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.