Overview and Objectives

Businesses with and without an assigned Account Officer are leaning harder into self-service models. However, a best practice solution has yet to surface and it is unknown if remote delivery channels can sustain adoption over time. Barlow Research & The Boston Consulting Group (BCG) are partnering to identify the implications of forced digital business banking adoption and define what remote/digital relationship management servicing strategies will work for businesses.

Objectives:

• Align remote relationship management and digital engagement solutions with business preferences.
• Define potential roadblocks that prevent businesses from sustaining digital adoption post COVID-19.

Scope:

New primary research targeting 1,500 businesses with $100K-<$25MM in annual sales revenue to measure the impacts of:

• Forced digital business banking adoption.
• Expectations for post-COVID-19 relationship management.
• Openness to remote/digital relationship management & servicing strategies.

Deliverables:

• Comprehensive report including a full analysis of Voice of the Customer Insights.
• Next steps workshop facilitated by Barlow Research & BCG: group presentation of results & discussion among sponsors.
• Individual optimization meetings to review bank-specific implications.

Results available March 2021