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Today’s banking customers want more transparency, more simplicity and easy access—and above all, they seek a seamless experience as they move from one channel to another.
Customers are interacting with multiple channels, both physical and digital. More and more, they rate banks according to the experience they have working across those channels. Banks that communicate effectively with customers across multiple channels not only enhance the customer experience, but also improve the efficiency of bank distribution networks.
Effective multichannel sales and servicing is achieved through:
Multichannel integration, especially creating and optimizing a seamless experience that bridges physical and digital channels.
Next-generation branch networks that include ‘cookie-cutter’ branches and differentiated branches that are specialized for a particular territory.
Innovative relationship management, with a particular focus on customer experience and customer feedback management.
Successful banks will leverage direct channels to generate sales and high-value traffic in branches. By delivering a seamless, personalized customer experience across all channels, banks can achieve competitive differentiation.
Related Research & Insights
Accenture’s innovative customer capabilities help our clients achieve maximum value from sales, service and customer support interactions. Our robust management consulting capabilities enable us to design service models across all key channels, while our extensive technology capabilities ensure consistent implementation. We also provide management services for key direct channels, such as web, mobile and contact centers.
For years, the market has recognized Accenture’s excellence in the customer field. In 2010, Gartner selected Accenture as a leader in the field, based on completeness of vision and ability to execute.
We support our services with specialized offerings, such as our next-generation branch program and interactive marketing capabilities.
Contact us to learn how Accenture can help you leverage multichannel strategy on the path to high performance.
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