What is needed to excel in omni-channel banking?

This event took place on Tuesday, June 7, 2022 at 11:45 AM UTC.

Customer habits have changed over the last decade, with customers expecting frictionless and instant access to their banking needs. Customers have prioritized digital self-service via mobile and web over branch or phone banking, with the COVID-19 pandemic accelerating this trend. Although digital channels are becoming more important, the ability to converge channels is equally, if not more important, allowing customers to seamlessly switch between channels without the bank losing context of the interaction. This session will discuss how organizations are developing a true omni-channel approach to banking, and how, along with hyper-personalized offers, this is driving greater customer satisfaction, stickiness, and share of wallet. The Big Picture Stage, RAI