Mercator Advisory Group Updates Advisory Service to Offer Multi-Channel View of Banking Channel Strategy

Service provides comprehensive analysis based on thought leader interviews, primary research, and consumer insights

Boston, MA -- Mercator Advisory Group, the leading, independent research and advisory services firm focused exclusively on the payments and banking industries, today announced an expansion of its Banking Channels Service.

The Banking Channel Service will:

Investigate multi-channel integration issues facing retail

Pinpoint key benefits and value drivers derived from ATMs, branches, online banking, mobile banking, and call centers

Explore ways that financial institutions (FIs) can gain consumer trust; improve overall efficiency, productivity, and effectiveness; elevate the customer experience; and deliver superior returns to shareholders

Financial institutions are currently challenged with meeting revenue, profitability, and customer satisfaction targets as never before. As FIs grapple with ways to be more resourceful while still offering high levels of customer service, channel strategy is increasingly seen as a key contributor to FI success. Leveraging a comprehensive set of data sources, Mercator’s Banking Channels Advisory Service offers in-depth analysis that will help enable FIs to calibrate their internal processes and technology strategies with the diverse and rapidly changing needs of their customers.

Principal focus areas of the Banking Channels Advisory Service include:

Understanding the Retail Banking Customer

Online Banking 


Branchs, ATMs & Kiosks

Contact Centers

Economy and Market Trends

International Case Studies

“Within the Mercator Banking Channels Service, we employ a wide variety of methods when researching a market, including considerable primary research. We start with comprehensive interviews with industry thought leaders, including customers, financial institutions, vendors, consultants, and systems integrators,” noted Ed O’Brien, director of the Banking Channels Service.

“From there, we compare this information with Mercator’s proprietary CustomerMonitor survey results to gain an in-depth understanding of diverse customer wants and needs. This process allows us to weave in various research methodologies, provides a deeper understanding of customer behavior, and arms us with insight not easily obtained by other methods.”

The Banking Channel Service has recently released the following reports: Mobile Banking and Customer Account Strategies, The Evolution of the ATM Banking Channel, and 2012 Outlook: Banking Channels. Upcoming publication topics include a review of mobile banking solutions used by the top 30 banking institutions, the evolution of banking channel strategy, branch deployment trends, and leveraging marketing and analytics in banking. For more information on Mercator’s Banking Channels Service, visit:

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About Mercator Advisory Group
Mercator Advisory Group is the leading, independent research and advisory services firm exclusively focused on the payments and banking industries. We deliver pragmatic and timely research and advice designed to help our clients uncover the most lucrative opportunities to maximize revenue growth and contain costs. Our clients range from the world's largest payment issuers, acquirers, processors, merchants and associations to leading technology providers and investors. Mercator Advisory Group is also the publisher of the online payments and banking news and information portal