SLD：2022年无缝银行体验的理想未来白皮书（英文版）

In this white paper we will discuss the following key insights we learned from our study: 1. Mobile-centric and branch-centric consumers behave differently and have different needs. 2. Although most consumers are using multiple channels, the branch remains key to higher level service and loyalty, while mobile or online-only banking opens the door to weaker relationships with consumers. 3. Branch closures are not being managed well from a customer experience and care perspective, leading to ri