Customer Interaction

  • Latest Mercator Research

    ATM as Branch: The Potential of ATM-Based Self-Service as a Substitute for Branches

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  • Latest Mercator Research

    Conversational Commerce Speaks to New Market Opportunities for Merchants

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  • Latest Mercator Research

    Open Banking and Its APIs Debut in Europe and the U.K. . . . and Next?

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    Personalization 1.0: Have FIs’ Implementations Hit the Wall with Consumers?

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  • Latest Mercator Research

    2018 Outlook: U.S. Payments

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Service Description

Mercator Advisory Group’s Customer Interaction Advisory Service concentrates on the variety of contact instances financial institutions, merchants, and solution providers cultivate with their clients. We explore how delivery strategies, marketing, operational processes and technological innovations combine to create enhanced customer experiences, drive improvements in financial instrument capabilities and expand revenue growth opportunities.

Our research focuses on the use of traditional and next-generation financial service delivery channels to serve existing customers and onboard prospective customers with payment products, lending, deposit accounts, consumer credit, financial wellness services, and data security services.

Understanding the wide scope of challenges presented to market participants, we provide strategic guidance leveraging our practical understanding of payments and financial services, and continuous review of product-centric and service-oriented approaches.

Customer Interaction Mailing List


Principal Focus Areas and Research

Cloud-Based and Outsourced Services

Connectivity and Relationship Transformation

Delivery Channels

Information Management Driving Customer Experience