2012 FORRESTER: Trends 2012 - European retail banking ebusiness and channel strategy
April 25, 2012
by Benjamin Ensor, Auke Douwe Veenstra
with Julie A. Ask, Thomas Husson, Sabine Poltermann, Myriam Da Costa
The report explores what does the state of the economy, new regulations, competition, and changing customer behavior mean for the priorities of eBusiness and channel strategy executives at European retail banks in 2012. Five related themes will dominate the agenda of retail banking eBusiness and channel strategy executives in 2012: developing a new generation of digital banking, thinking mobile first, using digital channels to deepen customer relationships and drive sales, right-channeling customer interactions to reduce costs, and integrating multiple channels for greater operational effectiveness.