4 steps for migrating banking customers to digital channels | Blend

Over the course of the last twelve months, the role of digital channels in financial services has taken on an increased importance. In a 2020 JP Morgan study, 54% of consumers polled said they used digital banking tools more than in 2019.

While much of this surge can be attributed to the Covid-19 pandemic, analysts predict that this behavior is likely to continue. In fact, more than 45% of banking customers say they now only interact with their bank through digital channels. For this group, the digital experience represents the entire customer experience.

However, the remaining 55% of customers are not ready to commit fully to digital quite yet.