Trends in Retail Banking Channels: Meeting Changing Client Preferences

| Point of View

Advancements in technology continue to transform the lives of banking customers. As a result, direct channels such as mobile and the internet are becoming increasingly important in retail banking. The evolution in technology around touch-mode and mobility has enabled the customer bank on the go in a real sense. Also, the number of customers who prefer to perform daily banking activities on an anytime/anywhere basis is increasing. The 2012 Retail Banking Consumer Survey by Capgemini found that more than 60% of customers worldwide are expected to use mobile banking in 2015 and more than 90% will likely be using online banking.

This paper explores how banks are looking at newer avenues such as mobile remote deposit capture (RDC) and mobile marketing to provide value-added services to customers and increase revenues. The increased preference for social media by customers is driving banks to leverage social media and social analytics tools to strengthen decision-based marketing. At the same time, banks are exploring the potential of social media tools for increasing workforce collaboration and productivity. The focus on multi-channel integration to provide a seamless experience to customers is as strong as ever.