Best Practices in Retail Banking Customer Acquisition

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21 November 2019

Potholes Along the Road to Digital

Key research questions

  • How prevalent is digital customer origination among US banks?
  • What could be considered best practices?
  • What are reasonable expectations for doing digital well?


2019 has seen a bevy of banks rush to stand up a digital customer acquisition capability - for good reason. But having digital onboarding capability alone does not guarantee success. Celent observes wide ranging results among banks. Drawing on several years of Celent Model Bank nominations and interviews among more than 20 banks and vendors, Celent distills best practices that can mean the difference between good and great.