How UK Banking Customers Use Different Channels, 2011

Online banking has changed the way people use other banking channels over the past decade. Even so, half of UK adults still visit a branch each month. eBusiness and channel strategy executives need to persuade customers to adopt self-service channels for routine interactions, thus releasing branch and call center employees for higher-value interactions. To do that, banks need to put digital channels at the heart of their strategies. Executives need to build a new generation of digital financial services that integrate human and self-service touchpoints by right-channeling routine interactions to self-service, turning branches into advice centers, generating sales online by integrating human help, and delivering on customer demand for mobile banking with mobile money management, marketing, and sales.