Table of Contents
- Financial Insights Opinion
- In This Report
- Situation Overview
- Channel Usage and Satisfaction
- What Is Going on with Mobile Banking?
- Where Bankers Should Be Investing in Digital Services
- New Account Opening
- Online Help and Chat Lead to Collaboration
- Budgeting and Reporting
- eStatement Delivery
- Product Selector Tools
- Importance of Digital Services to Customer Retention
- Consumers May Vote with Their Feet
- Opportunities Exist — Marketing Is Key
- Security Is a Given, Convenience Is True Value-Add
- Technology Platforms for Delivering Digital Services
- Current Development
- Future Development
- Technology Hosting Solutions
- Future Outlook
- Financial Institutions' Investment Horizon
- Essential Guidance
- Actions for Financial Institutions
- Actions for Vendors
- Learn More
- Related Research
- Synopsis
- Table: Digital Services Survey Respondents by Type and Country (Number of Respondents)
- Table: Digital Services Customer Opportunity by Country (% of Respondents)
- Figure: Global Bank Channel Usage and Satisfaction Rates by Country
- Figure: Investment Analysis: Filling in Satisfaction Gaps
- Figure: Level of Importance of Digital Services in Decision to Stay with Current Bank by Country
- Figure: Consumer Churn Due to Lack of or Poor Digital Services by Country
- Figure: Security as a Given: What Else Is Important About Digital Services
- Figure: Digital Services Platforms in Use by Region
- Figure: Digital Services Platforms Planned for Adoption by Region
- Figure: Digital Services Delivery Method by Region
- Figure: Banks with Plans to Increase Investment in Digital Services by Region, 2009–2011
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