Using technological innovations to make the process of completing financial transactions seamless and convenient for customers seems like a worthy objective for banks. It’s a good goal, but it doesn’t go far enough. Celent’s recent survey indicates that today’s digitally oriented consumers expect more; they expect to be positively engaged through relationship building, which will result in their banks knowing them well enough to offer invaluable, tailored financial advice.
Consumers of banking products and services today are virtually overwhelmed by choices, but omnichannel retail delivery brings it all together for them. How can banks overcome the barriers to the now required adoption of omnichannel integration in their own operations and satisfy their customers’ evolving preferences and expectations?