As the digitization of daily life picks up, omnichannel banking offers the perfect half-way house between online banking and a traditional face-to-face service.
Most leaders recognize that it’s not the technology itself that is the most difficult part of a digital transformation. Digital technology only provides the possibility of gaining efficiencies and a better customer experience.
Customers are now using more than six channels on average to keep in touch with their bank. But they still want human help – probably a lot more often than banks realize. That’s why financial institutions have to ensure their digital transformations enable hybrid interactions – part human, part robot.
Banks are being forced to rethink their raison d'être these days. It’s no longer enough to exist for the sole purpose of turning a profit. With a powerful purpose, banks can reconnect with the community they serve and rediscover the very human side of banking – and do well. Find out more on the benefits of pursuing a customer-centric purpose.