ceb towergroup oracle 2406081

CEB TOWERGROUP
RETAIL BANKING

November 2014

ONLINE BANKING SOLUTIONS
Technology Analysis Abstract*

Jason Malo
Research Director, Retail Banking

Vendor Assessment and Quantitative Teams

*For full copies please contact TowerGroup.Support@executiveboard.com

RETAIL BANKING

VENDOR ASSESSMENT TEAM

Executive Director
Matt Dixon

Senior Director
Magda Rolfes

Managing Director
Jaime RocaSenior Research Analyst
Madeline Storck

Research Director
Jason Malo

Specialist
Rachel Griffin

QUANTITATIVE INSIGHT TEAM
Project Manager
Carolina Valencia
Research Analyst
Ed MacDonald

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EXECUTIVE SUMMARY
TECHNOLOGY ANALYSIS SCOPE & METHODOLOGY
In response to feedback from our membership, we developed this technology analysis product to identify key components of an online
banking technology investment decision and effectively compare vendor technology products. The basis of ourprocess comes from the
knowledge that investment decisions revolve around the benefit to the end user and enterprise of a technology rather than the feature set
alone.
This technology analysis is tailored to reflect the needs of the end user, in this case the retail banking executive, to diagnose the technology
attributes particular to a firm, and to effectively identify online banking solutionsthat align with the firm’s needs. To that end, we conducted a
series of interviews and surveys with financial services executives, industry experts, and vendors regarding online banking technology. The
results of this research formed the basis of our anatomy and informed the five-point rating system on which we scored individual products.

CURRENT MARKET & FUTURE INVESTMENT
Banks are enhancingexperience in online channels to meet shifting customer preferences. The online channel is now the preferred
mode of account access by more than half of North American customers, having risen by 11% since 2010. Customers most frequently use
online banking for simple transactions, preferring in-person or phone interactions for more complex service requests. As customers become
increasinglymulti-channel, banks are feeling the pressure to provide a seamless experience across channels by creating consistency in the
presentation of information, as well as recognizing development efficiency with common code.
Banks are seeking competitive online functionality and flexibility. Customers’ preference for opening new accounts and making
purchases in personal channels is still nearly three times the...