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.