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

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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.