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A 2020 study of European
banks showed that only 24%
had the technology and
data capabilities required
to enable omnichannel
steering *
24%
However, implementing successful omnichannel banking
strategies is not always straightforward, and building societies
and banks can even risk alienating and losing customers.
To realize the customer journey across different channels,
including switching between channels and real-time interactions,
building societies and banks need to facilitate data exchanges
between them. This requires a high level of system integration
and performance. Banking requires monitoring and tracing
every interaction with a customer, which means processing and
managing more data, and both new and historical data will need
to be stored and retrieved in real-time.
For successful implementation of an omnichannel strategy,
alignment between different dimensions and a central
coordination of the various initiatives is key. That means creating
a customer-centric organization structure, a collaborative
workforce and adaptive and agile ways of working.
* Source: Banking Hub https://www.bankinghub.eu/innovation-digital/omnichannel-
banking
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DELIVER
OMNICHANNEL
EXPERIENCE
03
DIGITAL
TRANSFORMATION
01
HOW PEOPLE-
CENTRIC BANKING
CAN HELP YOUR
BUILDING SOCIETY
OR BANK
04
HUMANIZE DIGITAL
EXPERIENCES
WITH AI, ML AND
APIS
02
