Banking Channels Advisory Service
Mercator Advisory Group’s Banking Channels Advisory Service focuses on bank/customer interactions. The service explores how innovative delivery channel strategies, bank marketing, operational processes and touch point technologies can enhance the customer experience, improve operational efficiencies, and increase bank revenue, while offering cost-savings opportunities to banks.
Our research explores multi-channel integration issues facing retail banks seeking ways to coordinate customer experiences across a diverse range of delivery channel processes, technologies, and product specific channel applications.
Concentration is placed on changes in customer-centric channels, including Mobile, Internet and Contact Center, while also monitoring the more mature and evolving channels of full-service and in-store Branches and ATMs.
Principal Focus AreasUnderstanding the Retail Banking Customer
•Issuer and Acquirer Market Consolidation
•Under-banked and Unbanked Strategies
•Loyalty programs and marketing
•eMail Trends and Solutions
•Video and Interactive Sessions (Chat)
•Personal Financial Management (PFM) Cross Channel
•Mobile Product Strategies
Branch, ATM & Kiosk – Evolution of Attended and Unattended Channel
Contact Centers – Outsourcing, Best Practices, Strategic Use
Multiple Channels – Channel Integration. Loyalty, Integration
Economy and Market Trends
International Case Study
Mercator Advisory Group documents emerging customer segments that drive the development of innovative products, as well as the demand for Internet and mobile delivery channels. Our research spotlights effective leveraging and use of bank delivery channels to acquire and service specific products, including core and rate sensitive deposits, payments, wealth management services, consumer credit, and residential real estate lending.Our strategic view is grounded by in-depth understanding and continuous analysis of bank customer product needs, selection drivers, and retention challenges. We contextualize consumers and their technology choices within the banking industry’s imperatives to gain consumer trust and deliver superior returns to shareholders while complying with an ever-changing array of regulatory requirements.
We understand that in order to grow intelligently and profitably, banks must overlay their internal process and technology strategies with the diverse and rapidly changing needs of their retail banking customers.
The Banking Channels Advisory Service examines the intersection of economic, societal, and generational changes and how they affect the consumption of financial services products. Also examined is the need for increasingly sophisticated and omnipresent technology to create value for bank customers.
|Most Recent Five Documents (6.01)|
|Understanding the Retail Banking Customer (6.1)|
|Call Centers (6.4)|
|Branch, ATM & Kiosk (6.5)|
|Multiple Channels (6.6)|
|Economy and Market Trends (6.7)|
|Misc. - Retail Banking (6.9)|
|Misc. - Corporate Banking 2008 (7.0)|
|Banking Channels Service Overview|