re: Mobile is Now Mainstream: Report
I would guess that the answer has something to do with the need for multi-channel. I don't think that there are many customers out there who only use mobile and online, or only use the branch and the call center. People want it all. They trust mobile for some things, but will only do others in the branch. Look at social media: customers want to have their questions answered on Twitter, but they don't trust it yet to do transactions through it. The important about mobile is that the very young customers do favor it much more heavily so its role is assured to grow in the future.