How nondigital channels need to evolve and keep up with digital banking
The increasing use of digital channels in banking raises questions about the future role of the bank’s nondigital channels. Are branches and call centers going to be lynchpin capabilities of the future digital bank? Or will they be antiquated options for a small segment, the banking equivalent of the landline telephone? In our latest comprehensive benchmarking, 51 percent of customers say they use digital channels to interact with their bank, up slightly from 48 percent in 2014. Some 19 percent of these active digital customers have stopped using branches, and that number is climbing.
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https://www.mckinsey.com/business-functions/digital-mckinsey/our-insights/digital-blog/how-nondigital-channels-need-to-evolve-and-keep-up-with-digital-banking
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7 年The progress made in providing banking services on conversational channels such as Alexa and Google Home even further questions the physical channel (branch) to reach clients. Would be interesting to look at how each bank's strategy is regarding conversational channel.