Self-services in digital banking

Many banks underestimate the potential of self-services in digital banking – and are therefore missing out on efficiency, customer satisfaction and revenue opportunities. While customers have long expected seamless, cross-channel solutions, offerings often remain fragmented and difficult to access. Our analysis shows where Swiss retail banks currently stand, what gaps exist and how institutions can catch up with best-in-class providers with a clear strategy, better user experience and consistent end-to-end digitalization.