Interaction and Advice via Evolving Banking Channels



Author: Ed O'Brien
Published on: October 22, 2013


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


– 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.

This report is 19 pages long and has 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.

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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



  • 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 market 



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