This Financial Insights report provides a five-year spending forecast for the retail bank delivery channels. A detailed spending analysis is provided for each channel - branch (platform and teller), call center, Internet banking, and ATM. Channel initiatives are strategically important to financial institutions because the channels are the face of the institution to the customer, and also provide revenue enhancement and cost takeout opportunities.

"By integrating the retail delivery channels, banks aim to achieve a consistent customer experience across channels and a holistic view of the customer as a means to cross-sell and grow the deposit base," remarks Karen Massey, senior research analyst, Consumer Banking and Credit. "To stay ahead in the competitive U.S. banking arena, successful banks are investing in channel solutions that provide the differentiating service that consumers, and ultimately shareholders, demand."