Gartner Research

Three Major Trends in Commercial Online Banking

Published: 09 March 2010

ID: G00174441

Analyst(s): Douglas McKibben, Stessa Cohen


Several factors prevent real change to bank online service models: lack of personalization, failure to deploy commercial online banking in a multichannel architecture and competition from treasury workstation software vendors to displace bank-provided software.

Table Of Contents
  • Overview
  • Background
  • Commercial Online Banking Is Vulnerable
    • A Bank's View of Commercial Online Banking
    • A Company's Use of Online Banking
  • Personalization of Online Banking
    • Customer Size Has Traditionally Driven Service Response
    • Emergence of a Single Online Banking Platform
    • Extensions of the Online Banking Model
  • Multichannel Integration Is Essential to a Commercial Online Banking Strategy
    • The Right Architectural Approach for Commercial Online Banking
  • Treasury Workstation Software: The Alternative to Online Banking
  • Summary
  • Recommendations

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