Trends Report

The Banking Industry Is Using Video To Better Meet Customer Needs

January 30th, 2008
With contributors:
Erica Driver , Jamie Barnett


Banks are beginning to use video to carry on business with customers remotely. Through branch office videoconferencing or video-enabled Web conferencing, banks conduct high stakes business: selling mortgages, advising on loans, discussing purchase and sale of stock, and structuring investment portfolios. The driving forces are a desire to differentiate themselves from their competition, customer uptake in the use of the Internet, and a higher cross-sell rate with videoconferencing than with telephone. Excellent bank staff training in techniques for working remotely with customers and facility with using technology are critical success factors.

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.