re: Where is the ROI on Customer Experience in the Banking Industry?
FI's still struggle to integrate channels because the focus is on integrating "products" offered into the FI's own channels,-áas opposed to integrating experiences. Forget "channels" and begin focusing on customer "events" so it truly is focused from the customer's perspective, not the FI's. One great example would be integrating the mortgage experience by providing applicants access to online appraisal services, links to pay inspectors (and for the inspector to post his report) and provide pdf file of the written inspection, access to online property photos provided by either party, two-way online approval (by FI or applicant) process, online access by applicant's realtor to review closing documents/contracts, and electronic delivery and notifications throughout process to interested and approved parties. THEN, you are talking about customer experience!
So much is written about FI customer experience and it is really about the FI itself integrating its own channels - that is not customer experience.