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From CBA Live 2012: The Rise of the Virtually Domiciled

Executive Summary The second annual Novantas U.S. Multi-Channel Customer Survey shows that customer preferences, attitudes, and behaviors continue to shift away from branches into remote channels. This shift is visible for nearly all categories of activity, as enhanced technologies and channel capabilities accelerate the migration of transactions and increase customer confidence in remote banking. As a result, there is a substantial, valuable, and growing segment of customers who see online, call center, and mobile phone ...

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