Comments
How to Achieve Omnichannel Success
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Becca L
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Becca L,
User Rank: Author
7/31/2014 | 3:24:10 PM
Re: Organizational Challenges
Great point, and if that's their measure of success, it encourages the firm to track employee movement to identify further efficiencies, that can be very revealing.
Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
7/31/2014 | 3:19:18 PM
Re: Organizational Challenges
One suggestion I've heard is also that there has to be constant tracking of the delivery of benfits to the business end-user. These projects can't just be about saved time and money in other words. Enabling people on the business side to do their jobs better has to be just as, if not more important, than the operational efficiencies gained.
Becca L
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Becca L,
User Rank: Author
7/31/2014 | 10:47:43 AM
Re: Organizational Challenges
Jon, you bring up some great points about the challenges in getting silos to work together, both the technology and the people. Building tools that integrate applications is difficult, as is training and creating Incentives of employees to speak to each other. Surely both go hand in hand, but I'd wager tech minded strategists don't give enough wait to the human communication element. I like the idea of monthly rewards to help facilitate the interactions.
Kelly22
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Kelly22,
User Rank: Author
7/29/2014 | 3:22:42 PM
Re: Organizational Challenges
Good point, Jon. In order to give customers the consistency they demand across channels, there needs to be collaboration throughout the organization - especially between business and IT. That's a big step for many organizations, and that kind of transformation needs to start at the top level. 
Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
7/29/2014 | 2:05:23 PM
Organizational Challenges
There definitely has to be more direction from senior leadership to get through the organizational challenges that Paul mentions. Not just the silos between the business line shave to be overcome, but getting IT and the business lines on the same page to make this big of a transition will be extremely difficult. Business lines will have to see IT as strategic partners rather than maintenance specialists.


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