- Retail banks increased focus on "multi-channel"; with banks focussed on getting the right physical presence in the right place, supplemented by mobile and internet banking services.
- Increased customer segmentation; focussing efforts on which services to provide to whom, where and how.
- Hi-tech experimental branches; with 24 hour access to call centre staff through video conferencing and other technological developments, and a move to mimicking customer-centric retail environments.
- More attention to data storage requirements; increased online and mobile transaction volumes
Global Retail Banking - A Tale Of Two Worlds
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