Comments
Finovate Presenters Deliver on Omnichannel Banking
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Byurcan
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Byurcan,
User Rank: Author
10/1/2014 | 9:31:07 AM
Re: Omnichannel? Maybe omni-digital channels...
You wouldn't think the call center is that used of a channel anymore these days, but from talking to folks in the industry it is the main topuchpioint with the bank for many customers. Probably my 93 year-old great aunt is one of them.
Becca L
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Becca L,
User Rank: Author
9/30/2014 | 6:45:53 PM
Re: Omnichannel? Maybe omni-digital channels...
Great point! I often wonder how difficult it is to connect the call center and ATM channels to customer profiles. I could be wrong, but given the antiquity of those popular touch points that problem seems much more complex than mining mobile and PCs for customer engagment data.  
Byurcan
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Byurcan,
User Rank: Author
9/26/2014 | 9:24:29 AM
Re: Omnichannel? Maybe omni-digital channels...
Thanks for your comment, Jenni. Certainly, The lines between "traditional" and "digital" channels are blurring.
JenniPalocsik_Verint
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JenniPalocsik_Verint,
User Rank: Apprentice
9/25/2014 | 4:45:47 PM
Omnichannel? Maybe omni-digital channels...
As I started to read the article, my first thought was, "Omnichannel? Mobile, online and mobile are all digital channels...they're not all (omni) channel...or not exactly." It's a first step, certainly, but for banks, I think it'll be critical to be able to support seamless customer engagement across ALL channels - not just online and mobile, but in the branch and contact center, too.

The last paragraph gets at that point by calling out digital and non-digital (traditional) channels. Even those boundaries are changing a bit, as banks consider combining digital technology into their physical branch locations, going "digical" (digital + physical) as recently called out in an HBR blog, "Rethinking the Bank Branch in a Digital World."
Jonathan_Camhi
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Jonathan_Camhi,
User Rank: Author
9/25/2014 | 3:56:17 PM
Re: Omnichannel
Yes putting an omnichannel experience together is no easy chore. The big banks have such an advantage at it because of the resources they can throw at the issue. Having vendors put together solutions that can match what the big banks are workign towards really levels the playing field for community banks and credit unions.
Byurcan
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Byurcan,
User Rank: Author
9/25/2014 | 12:25:35 PM
Omnichannel
Interesting solutions, and should help community abnks and credit unions be able to offer the cutting edge kind of servcies their customers will expect going forward.


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