This new generation of channel agnostic, digitally-minded customers have high demands from financial institutions. Meeting these demands in the long-term will be dependant of the capabilities of each bank’s omnichannel offering. Key differentiators between omnichannel solutions that will determine success or failure in this area include:

a) a more personalised user experience
b) a broad range of business capabilities
c) central management of all banking channels
d) money management
e) profile benchmarks
f) direct marketing engagement
g) remote onboarding & KYC compliance
h) customer enquiries
i) digital tooling