BAI Retail Delivery 2012, held in Washington, D.C., has come and gone, but the topics of discussion are sure to linger in the minds of attendees as they get back to their daily jobs. The confluence of channels, customer experience and the ever-increasing influence of mobiles were among the frequently talked about items at the conference. Here's a look at some of the biggest trends from the conference.
October 12, 2012
2. Strange Bedfellows
It's the convergence of physical and virtual channels. The experience initiated in one channel will be seamlessly transferred to another.
— Philip Farah, senior director for the retail banking practice at Cisco Systems. Farah talked about the idea of "omnichannel" banking -- that is the the fusion of channels to create a unified seamless experience.
