Gartner Research

Banks in China Must Carefully Balance Digital and Physical Channel Strategies

Published: 10 December 2013

ID: G00254902

Analyst(s): David Schehr, Ethan Wang

Summary

The affluent consumers who represent one of the most critical markets for Chinese banks rely on digital as well as physical channels. Chinese banks will need an integrated, channel-neutral strategy that balances digital, mobile and branch banking to attract and retain these valuable consumers.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Because of growing smartphone usage, affluent Chinese consumers are now using digital banking extensively, forcing bank CIOs to pay more attention to that channel
  • Affluent consumers' continuing reliance on branches will require bank CIOs to increase branch innovation in China
  • Regulations, especially concerning new account opening, are driving comparatively high levels of branch usage among affluent Chinese consumers, forcing bank CIOs to respond

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