Business Strategy: 2016 U.S. Consumer Channel Preference Survey Results — Beginning Stages of Branch Transformation Projects Beginning to Make an Impact, But Not Necessarily a Positive One
This IDC Financial Insights report discusses the findings of our 2016 Consumer Channel Preference Survey focused on the banking habits of U.S. consumers, and it provides actionable advice for those responsible for managing the branch network and those in IT.According to Marc DeCastro, research director, Consumer Banking, IDC Financial Insights, "The branch transformation journey for most institutions has begun; however, the level of transformation varies greatly from institution to institution, and customers are noticing. While overall satisfaction for the bank branch is still strong, customers are beginning to recognize that free WiFi in the branch is not really transforming their banking experience, and thus satisfaction levels are starting to fall. Transformation is much larger than that making a few procedural changes to a branch, adding one or two pieces of technology, or simply consolidating the branch network — it is hard work and requires full commitment from senior management, lines of business, and IT for it to be successful and to advance across the omni-experience maturity model."
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