Proof Point
Millennials are more likely to use mobile apps for routine bank transactions, while Baby Boomers and Gen Xers are more inclined to use websites and tellers
Main Channel Used for Routine Transactions by U.S. Bank Account Holders
2016 (percentage)
| Note: | Data from survey conducted by Harris Poll for Salesforce of 1,809 adults, aged 18 or older, who have checking and/or savings account in U.S. |
Proof Point Findings
- Banking Technology – Technology usage of banks to develop new offerings and enhance service delivery to customers
- Millennial Preference for Self-Service Transactions – Millennials more inclined to use self-service channels, mostly digital, including mobile app (31%), website (17%) and ATM (15%)
- High-Touch and High-Tech Channels – Respondents older than Millennials opted for more balanced use of service channels, including websites, mobile app, tellers, and personal bankers
- Key Growth Drivers – Include proliferation of digital banking services, growing adoption of banking technologies, and rising consumer preference for faster, easier, and more convenient digital transactions
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Accelerator |
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Market Disruption |
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Sector |
Financial Services
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Source |
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Date Last Updated |
August 23, 2017
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