Omni Channel Segmentation Study



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 survey report 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.

Additional information

Institution Type

Financial Institutions, Product & Service Providers