Omni Channel Segmentation Study

Call centers, digital advice platforms, and self-directed portals all exist alongside traditional financial advisors as potential sources of investment services. But firms must decide whether to build out one or more of these alternative platforms, and how to match their clients with the appropriate investment services vehicle.

Kehrer Bielan set out to better understand the approaches that firms are taking to omni channel delivery of investment services. Forty-seven banks and credit unions participated in our survey about their client segmentation and omni channel strategy.  The Omni Channel Segmentation Study pulls together what we learned, examining:

• The prevalence of call centers and digital platforms
• The most common approaches to segmentation
• The bases being used to make segmentation decisions

The Study consists of two parts:

• Summary data tables (Excel style): The results from each question of the survey arrayed by firm type.
• Narrative presentation (PowerPoint style): Summarizes the key findings, and draws on the open-ended / comments section of the survey.

Price:

Financial Institutions – $500

Product & Service Providers – $1,000

(Participating firms received a complimentary copy)

List of Participants