Trends Report

Trends 2012: European Retail Banking eBusiness And Channel Strategy

Put Digital Touchpoints At The Heart Of Your Multichannel Strategy

April 25th, 2012
BE
Benjamin Ensor
AV
Auke Douwe Veenstra
With contributors:
Julie Ask , Thomas Husson , Sabine Poltermann , Myriam Da Costa

Summary

In this research, we explore what the state of the economy, new regulations, competition, and changing customer behavior mean for the priorities of eBusiness and channel strategy executives at European retail banks in 2012. Five related themes will dominate the agenda of retail banking eBusiness and channel strategy executives in 2012: developing a new generation of digital banking, thinking mobile first, using digital channels to deepen customer relationships and drive sales, right-channeling customer interactions to reduce costs, and integrating multiple channels for greater operational effectiveness.

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