Gartner Research

Online Banking as a Discrete Channel Is Obsolete

Published: 20 May 2013

ID: G00250340

Analyst(s): Stessa Cohen

Summary

Bank customers now use a broad range of devices and applications, from smartphones to social media, to access products and services. Bank CIOs must develop a comprehensive digital banking strategy that embraces their customers' rapidly changing and expanding demands and expectations.

Table Of Contents
  • Impacts

Analysis

  • The Traditional View of Online Banking Is Obsolete, and Presents Serious Risks for Banks and Bank CIOs

Impacts and Recommendations

  • The line between computers and mobile devices in banking is blurring, and bank CIOs must recognize and respond to this business-critical trend
  • CIOs' failure to recognize that customers do not care about the type of network connection is costing banks business-critical market opportunities
  • IT's view of mobile and online banking as segregated channels risks bank disintermediation by new market entrants

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