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Omni-channel Banking for the Digital Customer

By Tracey E. Schelmetic October 29, 2020

How do your banking customers want to get in touch with you? The answer to this question is, “Any way they please.” Over the past few years, customer behavior has adapted to the ease of access to multiple channels of communication, and customers today expect more of their banking organizations, particularly in the era of COVID-19. Digitization in the banking processes and evolution of technology has led customers to access services from their own preferred device. With customer experience counted more valuable, the demand for omnichannel banking is on the rise.

The face of omnichannel banking is more than just a mobile device or a bank branch, but it includes all the communications media a customer can access a bank from. It might be in a physical branch, or via internet banking, mobile app or even through a messaging application. In addition, it’s not just about the channel of choice. Customers today expect more by way of personalization in their banking experience. What completes this experience is the security and seamless transition between the different access channels involved.

According to a survey by McKinsey & Company, approximately 60 percent of active banking customers today use digital channels (online and mobile), and 80 percent of all customer touchpoints occur on digital media.

On Thursday, November 5th, from 12:00 pm to 1:00 pm EST, Panamax will sponsor a webinar event entitled, “Transforming Omni-channel Banking - Digitization to Personalization.” Attendees will learn about the trends in omnichannel banking and how banks can make the most of this changing landscape, generate enhanced revenue streams and add more customers to the banking sphere through a combination of digitalization and personalization.  Specific topics will include the evolving banking industry during and post COVID-19, best practices of omnichannel banking, building a digital banking platform with APIs and the future of omnichannel banking.

For more information or to register, visit TMC’s web site




Edited by Maurice Nagle

CustomerZone360 Contributor

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