In this topical article, financial services executives can find an overview of what omni-channel banking is, why it’s important and how to update their technology systems.
Omni-Channel Banking Defined
An omni-banking experience represents the leveraging of customer behaviors across all relevant banking channels, which provides the basis for a consistent, personalized banking transaction. Wherever there is a multi-step banking experience that is completed over time, each relevant channel needs to recognize what step the customer is in related to the transaction fulfillment process, and be able progress the multi-step process in a transparent fashion to the customer.
The Rational That Is Driving Customer Demand