Balancing digital and physical channels in retail banking

Banking distribution needs to account for the evolving interdependencies between channels. Accelerating digital and upgrading the physical experience to “phygital” offers a viable solution.

Institutions that act promptly can expect to reignite growth and distance themselves from slower-moving competitors. Success depends on creating truly unique-to-digital experiences in harmony with improving and enhancing physical channels with digital elements. These banks will provide a “phygital” human experience that contributes significantly to the satisfaction and trust that customers across demographics are still seeking.

Read the full story from McKinsey’s here.