Digital-Physical Servicing Study

Digital-Physical Servicing Study


Insights to inform optimizing the service experience!

How can financial institutions blend digital and physical servicing channels to better serve their customers?

Digital-Physical Servicing Study

Overview and Objectives

The Digital-Physical Servicing study will gather voice of the customer data to aid in informing the strategic direction financial institutions should take in order to optimize their channels to work together to meet the needs of small business customers.

The study will also evaluate five small business banks via a Customer Experience (CX) lab to understand how those banks are working through balancing their digital and physical channels to serve customers.

Key research questions include:

  1. What channels do small business owners prefer to contact when performing different types of transactions or asking for help?
  2. How can banks utilize digital and/or physical channels to optimize the customer journey in key moments of truth that could impact the banking relationship?
  3. What are the current best practices in the marketplace?


Study deliverables include:

  • A synthesized report of the analysis and key findings from each component of the study
  • Animated journey maps and pertinent screen captures
  • In-person or WebEx presentation highlighting key insights

Deliverables are scheduled for completion in November 2019


Please contact us

to schedule a phone meeting


Featured Content

First Friday Webcast: "Leveraging Technology to Enhance the Customer Experience: KeyBank's Success with Small Business Wellness Review"

Register to attend Barlow Research's August 2019 First Friday Webcast! Friday, August 2nd, 2019 at Noon Eastern, 11 am Central, 9 am Pacific

Digital-Physical Servicing Study

New! This two component initiative is designed to identify how financial institutions can blend digital and physical servicing channels to better serve their Small Business customers. The study will focus on understanding servicing needs and preferences as well as identifying opportunities and best practices.
Insights to inform optimizing the service experience!

Podcast: "Is Your Small Business Footprint Under Attack?"

Video/Audio podcast recordings of the July 2019 First Friday are now available! Free to licensed clients in MyBarlow or available for sale.

Analyst's Journal - Jul 17, 2019

The Time Is Now to Optimize How Digital and Physical Bank Channels Service Business Banking Customers

Digital business banking has reached the tipping point in the marketplace. Barlow data tells us...

Join the conversation on small business banking