Interactive Banking: Integrating Online into Traditional Channels

Table of Contents

Methodology 7

• The eMarketer Difference 8
• The Benefits of eMarketer's Aggregation Approach 9
• "Benchmarking" and Projections 9

I US Market Size, Growth & Trends 11

1. Cross-Channel Currents 15
2. Internet Growth Curve 25
3. Broadband Makes More Active Customers 28
4. Online Banking: Size, Costs, Savings & Metrics 35
5. Counting Online Banking Users 45

II The Interactive Banking Customer 51

1. Demographics & Dollars 52
2. Online Activities 56
   • Website Popularity 61
3. What Online Customers Do 68
4. What Bank Customers Want 72
   • Attitudes & Expectations 78
5. Affluent Profits: Make More From the Wealthy 84
6. Small-Business Market 93

III Channels & Services 99

1. Keep the Customer Satisfied: CRM and Beyond 100
   • Call Centers 113
2. ATMs 115
3. Wireless 120
4. Account Aggregation 126
5. Online Lending 138
6. Brokerage 149
7. Smart Cards 152
8. Portal Services 155

IV Electronic Payments 157

1. Bill Payments 161
   • Electronic Bill Presentment and Payment 172
   • B2B E-Payments 180
2. Automated Clearing House (ACH) 184
3. P2P Payments 190
4. E-Checks: Truncation & Imaging 194

V Financial-Service Technology 199

1. Spending Patterns 201
2. Technology Initiatives 213
   • Customer-Focused Tech 214
   • Outsourcing 219

VI Online Banking: Barriers & Possibilities 225

1. Privacy & Security: Whose Data Is Safe? 229
2. Trust & Relationships: Who Manages Things? 237

VII Community Banks 243

1. Size & Scale 244
2. Customer Base 251
3. Services Now and To Come 253
   • Small Businesses, Small Banks 262
4. Community Banking's Website Attitudes 265

VIII Rank the Banks 269

1. Gomez 270
2. Jupiter 272

IX Insurance Online 277

1. The Market 278
2. Insurance IT Spending 290

X Global Online Banking 299

1. Worldwide Spends & Trends 301
2. Canada 306
3. Europe 319
   • United Kingdom 334
   • Germany 343
   • Other Nations 349
4. Asia-Pacific 352
   • Australia & New Zealand 355
   • Japan 356
   • South Korea 359
   • Hong Kong & China 360
   • Singapore 363
5. Latin America 365

Index of Charts 367