Trends Report

How US Banking Customers Use Different Channels, 2016

Americans Remain Surprisingly Attached To Bank Branches

May 13th, 2016
RR
Rachel Roizen
With contributors:
Alyson Clarke , Peter Wannemacher , Benjamin Ensor , Mike Chirokas , Peggy Dostie

Summary

Digital banking use is growing rapidly, as US banking customers embrace mobile and tablet banking while continuing to use online banking. But the use of traditional channels like branches and ATMs has barely changed, with frequency of use remaining steady. To increase customer engagement and right-channel routine interactions, eBusiness and channel strategy executives need to put digital touchpoints at the heart of their customer strategy while exploiting the inherent strengths of both digital and human touchpoints.

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