Quantifying the Value of Digital Engagement

The study examines questions such as:

• Does the increased customer engagement seen with digital customers translate into incremental value?
• Does digital customer value differ by customer segment or degree of digital engagement?

This study followed the digital banking behavior of Bank of the West customers and measured the impact of key drivers with respect to revenue, product adoption, level of activity and loyalty for digital versus nondigital customers. It also identified the top drivers that led to increased benefits.

The results indicate digital banking customers are among a financial institution's most valuable customers.