Interaction and Advice via Evolving Banking Channels

Interaction and Advice via Evolving Banking Channels   

New research from Mercator Advisory Group examines technologies in use by financial institutions to meld self-service and semi self-service in different channels

Boston, MA - October 23, 2013 - – In new research, Interaction and Advice via Evolving Banking Channels, Mercator Advisory Group reviews practical ways in which banks and credit unions and other financial institutions (FIs) are reducing their number of redundant branches yet enhancing the customer experience overall. New technologies and models are discussed that use self-service and assisted-service channels to complement branch capabilities and gain opportunities engage the customer further for purposes of cross-selling and up-selling. 

“By leveraging newer technologies like intelligent deposit/deposit automation ATMs, video-enabled ATMs, and personal teller machines, kiosks, and tablets to assist customers, FIs have added significant value to the relationship,” comments Ed O’Brien, director of Mercator Advisory Group’s Banking Channels Advisory Service and author of the report.

Highlights of the report include:

- Statistics from Mercator Advisory Group’s CustomerMonitor Survey Series survey of 3,000 U.S. consumers on their banking channels use and preferences

- New methods and technologies for banks and credit unions to interact with customers and members and dispense advice when and where individuals choose 
- Strategies that financial institutions are implementing to find the right balance of personal interaction and right-size their branch networks

- Examples of alternative branch designs and configurations suited to particular markets

One of the 12 exhibits included in this report:


Evolving FI Interaction and Advice Models

This report contains 19 pages and 12 exhibits.

Companies mentioned in this report include: Bank of America, Chase, Wells Fargo, Cisco, Diebold, and NCR.  

Members of Mercator Advisory Group Banking Channels Advisory Service have access to this report as well as the upcoming research for the year ahead, presentations, analyst access and other membership benefits.

Please visit us online at

For more information and media inquiries, please call Mercator Advisory Group's main line: (781) 419-1700, send E-mail to

For free industry news, opinions, research, company information and more visit us at

Follow us on Twitter @