Counting Down to Digital Customer Engagement: A Fifth Biennial Survey of North American Retail Financial Institutions

Create a vendor selection project & run comparison reports
Click to express your interest in this report
Indication of coverage against your requirements
A subscription is required to activate this feature. Contact us for more info.
Celent have reviewed this profile and believe it to be accurate.
5 March 2019

Key research questions

  • How are changing customer expectations affecting spending priorities?
  • How are channel platforms changing?
  • How ready are institutions to deliver omnichannel customer engagement?


Digital channels are most every institution’s top priority, yet the number of surveyed banks and credit unions expecting to grow their branch networks outnumber those expecting to shrink them by more than two to one.