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Viewing report
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Logging On: Making the Most of the Online Channel
Datamonitor, Jan 2011, Pages: 104
Online banking, despite being a relatively new channel in historic terms, has achieved mainstream acceptance by consumers around the world. The channel is quickly changing, and new functionality is constantly being added. At the same time, mobile banking has emerged as a new channel for transactional activity, adding another access point for consumers. This report is the second in the global customer experience series, and focuses on the online channel. It assesses the current state of online and mobile banking provision across the world, and discusses likely future developments.
Scope of this research
- Examine the latest developments in online and mobile banking.
- Presents results from Datamonitor’s Financial Services Consumer Insight Survey to highlight consumer preferences regarding online banking.
- Learn how the provision of new online services and functions can enhance the customer experience.
- Discuss the future shape of online and mobile banking provision.
Research and analysis highlights
- Online banking has achieved mass acceptance. For many consumers, it has supplanted the branch as the primary channel for conducting basic transactions. The online channel has also become a significant sales and acquisition medium for many financial products.
- New developments in the online sphere are emerging all the time. Increasing engagement with social media can help to strengthen customer relationships. The growth of mobile banking and added website functionality are also helping to transform the online experience and facilitate consumers’ lifestyles.
- Mobile banking will experience rapidly change in the coming years. From the basic provision of text-based alerts, this channel will eventually allow comprehensive payment and money transfer services. Mobile phones will become the main means by which consumers interact with their banks.
Key reasons to purchase this research
- Find out about the latest trends in online and mobile service provision.
- Read case studies of providers who have brought in particularly noteworthy innovations in online and mobile banking.
- Assess the possibilities for the future evolution of online and mobile banking.
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