Customer Interaction

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    This individual Report Interaction and Advice via Evolving Banking Channels is available for purchase. This Report is available to members of Mercator Advisory Group’s Customer Interaction Advisory Service. Please be advised that this Report is normally part of a research and advisory service that provides ongoing support throughout the year. As such, this Report contains significant depth of content that is selected for its strategic importance to our members. (For a description of these services, see our Advisory Services section).

    While the Report represents significant analyst time invested, there is no means of our ascertaining if it will fully meet your specific intended purposes. Typically, these Reports form the basis for future discussions with our clients where we are able to fine-tune additional information that we have gathered in the construction of the series of Reports (or locate new information rapidly due to our exclusive focus on gathering information in the payments industry) for specific member needs.

    Unfortunately, in fairness to our paying members, we are not able to offer this level of support for a single Report purchase. We will, however, credit any Research Document purchase against the future purchase price of the service should you become a member within 30 days of purchasing the document.

    The price for individual Report purchases is $2950 per document. 


    Use the form below to request this individual Report purchase or

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Interaction and Advice via Evolving Banking Channels

New research from Mercator Advisory Group examines technologies in use by financial institutions to meld self-service and semi self-service in different channels

- In new research, Interaction and Advice via Evolving Banking Channels, Mercator Advisory Group reviews practical ways in which banks and credit unions and other financial institutions (FIs) are reducing their number of redundant branches yet enhancing the customer experience overall. New technologies and models are discussed that use self-service and assisted-service channels to complement branch capabilities and gain opportunities engage the customer further for purposes of cross-selling and up-selling.  


"By leveraging newer technologies like intelligent deposit/deposit automation ATMs, video-enabled ATMs, and personal teller machines, kiosks, and tablets to assist customers, FIs have added significant value to the relationship," comments Ed O'Brien, director of Mercator Advisory Group's Banking Channels Advisory Service and author of the report.


This report is 19 pages long and has 12 exhibits.


Companies mentioned in this report include: Bank of America, Chase, Wells Fargo, Cisco, Diebold, and NCR. 


Members of Mercator Advisory Group Banking Channels Advisory Service have access to this report as well as the upcoming research for the year ahead, presentations, analyst access and other membership benefits.


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About Mercator Advisory Group


Mercator Advisory Group is the leading, independent research and advisory services firm exclusively focused on the payments and banking industries. We deliver pragmatic and timely research and advice designed to help our clients uncover the most lucrative opportunities to maximize revenue growth and contain costs. Our clients range from the world's largest payment issuers, acquirers, processors, merchants and associations to leading technology providers and investors. Mercator Advisory Group is also the publisher of the online payments and banking news and information portal



  • Statistics from Mercator Advisory Group's CustomerMonitor Survey Series survey of 3,000 U.S. consumers on their banking channels use and preferences
  • New methods and technologies for banks and credit unions to interact with customers and members and dispense advice when and where individuals choose    
  • Strategies that financial institutions are implementing to find the right balance of personal interaction and right-size their branch networks
  • Examples of alternative branch designs and configurations suited to particular market