The steady growth of online banking in the UK over the past decade is changing the way people use other banking channels. Half of UK adults still visit a branch each month, although the number of regular branch users has fallen. Banks' efforts to persuade customers to adopt self-service channels for routine interactions, thus releasing branch and call center employees for higher-value interactions, have stalled. eBusiness and channel strategy executives at the UK's banks need to continue right-channeling customers by encouraging them to use self-service channels for routine interactions, releasing branch and call center employee time for higher-value interactions like providing financial advice and selling products.