White Paper

Bridging the Digital Adoption Gap with a Customer-Centric Focus

A “Go-to-Them” customer communication strategy is key to closing the digital adoption gap.

Digital capabilities have significantly impacted the ways in which we perform everyday tasks and communicate with each other.

Like other industries, the financial services industry has leveraged  digital technologies to create new capabilities that change the ways consumers access information and take action.

Despite these efforts, most service-related industries, including financial services, have not met their goals or expectations in driving adoption of digital services. One exception has been the Retail Banking segment.

Retail Banking has achieved success by enhancing consumer experiences delivered via websites and apps and supported by digital payment and deposit capabilities – often via Automated Clearing House (ACH) transactions. Leveraging this success, retail banks now have an opportunity to go beyond electronic payments and drive the next phase of adoption, digital communications.