We know that some interactions are shifting to mobile from other channels-such as balance inquiries that were once made via the higher-cost call center. Many of these inquiries are also incremental, representing additional transactions and interactions instead of simply changing habits. Users access balances via mobile banking more frequently than online banking, for example, due to the convenience and availability of their mobile device.

Tablets, with attributes of both PCs and smartphones, are growing in popularity. The number of U.S. tablet users is expected to reach 130 million people in 2014-a 61 percent jump since the beginning of 2013, according to a forecast by Parks Associates.

From the article, "Compelling Positive Impact [Credit Union Management]."

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