Omni Channel Segmentation Study

Omni Channel Segmentation Study (September 2017)
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
Addison Avenue Investment Services Arvest Associated Investment Services Astoria Bank BancWest Investment Services Bank Mutual BMO Harris Financial Advisors CEFCU Investment Services Central Investment Advisors Citi Personal Wealth Citizens Investment Services Elements Financial FCU FAIRWINDS Credit Union First Bank First Citizens Investment Services First Interstate Investment Services First PREMIER Investment Services First Tennessee Flagstar Bank FNB Wealth Management Group Fulton Financial Advisors Hancock Investment Services Huntington Investment Company Johnson Financial Group |
Key Investment Services Mountain America CU Navy Federal Financial Group NBT Bank New York Community Bank Northwest Financial Advisors LLC Old National Investments People’s Securities, Inc PeoplesBank Popular Investments Rockland Trust Financial Services Santander Investments SunTrust Synovus Securities TCU Investment Services THE STATE BANK U.S. Bancorp Investments Umpqua Investments UnionBanc Investment Services United Nations Federal Credit Union UW Credit Union VyStar Credit Union Webster Bank |