Digital channels lower marginal servicing costs by replacing branch, advisor, broker, and call-center interactions with self-service workflows. Automation reduces manual exception handling and rework. Straight-through-processing, digital signatures, and eKYC accelerate life-cycle tasks. Cost-to-serve benefits vary materially by industry due to adjacency of human intermediaries.
Relative Cost Impact
| Industry | Digital Cost Leverage |
|---|---|
| Banking | High |
| Insurance | Medium |
| Wealth | Mixed (advisor-heavy) |
| Fintech | High |