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Multichannel banking in Europe: Reaching the next level in online sales 09 January 2012

Cette étude est disponible uniquement en anglais. Over the past two decades a significant proportion of retail banks across Europe have successfully transformed their branch networks from service centers into sales outlets. But the new online and mobile channels that they have simultaneously added – facilitated by advancing technology and spurred by a drive for lower costs – are still limited largely to providing services and enabling customers to make simple transactions. Now, as the industry more fully embraces a ‘multichannel’ approach, the more innovative players have already started the next stage of the journey, namely how to make a step change in online sales. We have structured this Efma Finalta 2012 report on the subject into four sections: • a brief background on the research; • how consumer behaviour is changing; • the critical factors required to be successful in online sales; • and how to make it happen. Once again, we would like to thank Efma and its members for their contribution to this research. Their responses to our surveys have raised a further €1,500 for charity, leading to a cumulative total of over €32,000 since the Efma Finalta collaboration began.
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