Face-to-face: A €15-20Bn multichannel opportunity 26 April 2011

Etude disponible uniquement en anglais. New research jointly conducted by McKinsey and Efma shows that leading European banks are increasingly providing a sophisticated choice of electronic and face-to-face distribution channels and that their customers are impatient for more. Our joint study – comprising interviews with 3,000 consumers, an online survey of more than 150 banks, and in-depth discussions with leading European executives – reveals a complex, fast-moving retail banking sector in the throes of deep-rooted change with some players already well down the “multichannel” route and others just starting. In this report, we will address our key findings with respect to (1) the current and future role of face to face channels; (2) the expected transformation journey of European banks and (3) the strategic implications for the retail banking sector. Separate sections of the report focus on the findings in key European countries.
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