Banking customers increasingly are using ATMs, the Web and other remote-access channels for transactions, but they still rely heavily on in-person visits to the branch and other high-cost delivery channels. Facing this situation, in 2007 many banks will explore channel optimization, and the alignment of products and services with sales and service delivery channels to balance a positive customer experience with the need to better control costs.
To improve the banking experience, some institutions will transition from traditional marketing approaches to true interactive customer management using real-time predictive analytics, or decisioning, solutions. These tools guide customer-facing employees and systems to take the right steps during a customer interaction.
Finally, consumers increasingly are using credit and debit cards instead of traditional checks and are willing to explore new tools, such as payment-enabled mobile phones. Banks will look to improve acquisition and retention of customers by exploring and addressing their payment preferences. *