Today’s consumers demand financial services to be as available, and delivered to them as seamlessly and ubiquitously as any transaction they have with Amazon. It is no longer just about improving customer service, but satisfying today’s hyper-connected consumer by delivering both service and sales through any channel the consumer chooses to use. A financial institution that fails to deliver its services through the channel of their customer’s choice is doomed to stagnant growth.
Fortunately, banks are going back to basics and leveraging new technologies to make thoughtful changes to their operating model to enhance consumer experience through an “optichannel” delivery.
