Digital Agenda and Bionic Bank Survey

November 2015

The digital revolution is one of the key challenges the Belgian banking sector is facing today. An important question in this context is: should banks adopt an entirely digital strategy or are bank branches still too important? According to the researchers of the Boston Consulting Group (BCG), there is no clear answer to this question. Their study shows that 47 % of the Belgian banking customers are 'hybrid'. This means Belgian customers still visit their bank branch at least once a year, but they also make use of online banking services at least every 2-3 months. According to BCG, hybrid customers are the most interesting: they turn out to be twice as profitable as compared to single channel customers. 





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