Omnichannel banking: From transaction processing to optimized customer experience

Omnichannel banking: From transaction processing to optimized customer experience
There's an explosion in the number of touch points through which customers can access - and demand to access - financial services through their banks: mobile apps, portals, kiosks, ATMs. Anywhere, anytime, anyplace access to accounts and information is now taken for granted. This customer demand has forced banks into a multichannel delivery model. But when banks take the easy way out architecturally, the multichannel experience can be fragmented and frustrating for customers.

Omnichannel banking: From transaction processing to optimized customer experience, a whitepaper by IBM, argues that banks can take a lesson from retailers who provide an omnichannel experience rather than a multichannel experience. The essential difference is the focus on the customer rather than the bank: the ability to interact rather than just perform transactions.

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IBM


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1-905-316-5000

PROMOTED BY

ITWC

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www.itworldcanada.comaudienceservices@itwc.ca
1-800-565-4007

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