UK consumers used an average of 6.2 channels to do business with their banks in 2014, driven by a surge in uptake of digital and social communications tools.
1. Increased used of Mobile may be due to Remote Check capture and other such mobile banking services.
2. Very useful to give insight and motivation to position Social media based banking services especially Payments.
This is a great report, with lots of customer insight.
It's a good case study for other industries too - it proves that customers want the choice to interact with companies however and whenever the customer chooses, and that each channel isn't a replacement for previous channels.
It would be nice to see common elements across channels - such as PINs and passwords. Most high street banks have different PIN and password requirements for all channels, without a hint of Single Sign On anywhere to be found.
How about using Facebook or Twitter to sign on to digital banking services?
Interesting study. Reinforces the case for omnichannel banking.
From Multichannel To Omnichannel And Beyond
Paris (France) or Brussels (Belgium)
© Finextra Research 2016