Research On Strategies For Channel Upgrading And Transformation Of Commercial Banks

In recent years,mobile interconnection,big data,artificial intelligence and other technologies have developed rapidly.At the same time,the popularization of new business models in the new Internet ecosystem,such as new retailing and sharing economy,has changed the way customers think and behave,further driving the changing needs of customers.The ability of traditional commercial banks to get,stick,and activate customers as well as its service supply capacity is increasingly lagging behind the pace of the times.Therefore,the transformation and upgrading of service channels of commercial banks is imminent.In this context,this paper analyzes the channels of commercial banks,studies the channel evaluation of commercial banks,and then draws a strategy for channel upgrading and transformation based on customer evaluation.In order to fully understand the current situation of commercial banks' service channels,this paper systematically combs the layout and transaction situation of the main service channels of commercial banks,makes a comparison between the domestic and foreign channel innovation cases,and analyzes the existing problems and main reasons in the current channel operation of commercial banks.On this basis,aiming at meeting the needs of customers,this paper obtains through questionnaire survey from the perspective of customer evaluation the importance and satisfaction evaluation data of the bank's channel items,and analyzes the advantages and disadvantages of each channel.Finally,based on the results of customer channel evaluation,the paper puts forward the strategies for channel promotion of commercial banks,and the general ideas of channel transformation and development,which are customer-centered,experience-oriented,security first,scenario-based,intelligent,online and offline integration,and all-channel coordination.This paper deeply analyzes the development of commercial banks' channels and customers' needs,summarizes and explores the strategies for channel upgrading andtransformation,and provides ideas and references for commercial banks to transfrom and develop its service channels in the new Internet ecosystem.