Omnichannel banking offers the ease of digital tools while making space for those human interactions that make customers feel safe and secure.
Unless these tools are integrated with those that allow for human-to-human conversation, they risk leaving customers alienated and frustrated.
Adopting digital solutions allows banks to reduce support time and costs and gives customers the opportunity to interact with their bank in a way that suits them.
By adopting a more customer-centric viewpoint, financial institutions can envisage the journey as a whole and create a more positive and efficient experience.
Banks can create a hybrid customer journey offering both the convenience of digital channels and the reassurance of person-to-person exchange.