Abstract
This IDC Financial Insights report goes through the current level
of satisfaction across delivery channels, showing that mobile banking has
lots of room for improvement while branch is still king.
The adoption of digital services continues to grow, and financial
institutions recognize the need to invest in this channel. While
there is currently little appetite for large transformation projects, the
ROI for digital services should appeal to most CIOs and
CFOs. Cost savings, improved efficiency, and strong security all play
to the strengths of digital services. As financial institutions' timelines
for recognizing payback for their investments continue to shrink, IDC
Financial Insights feels that cost/benefit analysis around digital services will
be favorable and worthy of budget dollars.
According to Marc
DeCastro, research manager, Consumer Banking, IDC Financial Insights, "Driving customers
to low-cost delivery channels while maintaining favorable satisfaction levels is
just good business. Satisfied customers stay with their financial institution
during both good times and bad times."
| 
View Cart
