Banking 360° - achieving an omni-channel experience

AT Kearney October 2013

Besides enhanced products and services, another focus area is the omni-channel experience. The traditional branch-based model is being replaced by an integrated channel approach that allows customers to conduct banking seamlessly across various channels, such as initiating a transaction in a branch and finalizing it in a mobile app.

Having multiple channels for sales and service has become more crucial as point-of-purchase decisions have shifted upstream. Banks need to offer advice and recommend products when the customer is considering making a purchase—and today’s customers are making those decisions long before they visit a branch. This requires a rethinking of advisory concepts. Branches can’t compete with the digital channel for advice because digital services promise to be available anytime, anywhere. And with customers doing most of their research and banking between 9 p.m. and 11 p.m. on weekdays and Sundays, no channel is more suitable for advisory services than digital.

If you attended the Banking Channel Management Conference last year, then this event is definitely a must to register. Project manager, Lisa Nathanson said, “Channel management for the banking industry is growing at a rapid pace. By attending this conference you will be able to explore the latest CRM strategies and technology and innovation trends in the banking sector.” Email This email address is being protected from spambots. You need JavaScript enabled to view it. for speaker opportunities and for more details on early bird registrations.