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Multi-channel matters

08 January 2013  |  2655 views  |  0 Source: Capgemini jigsaw Dollars

Optimising multi-channel customer service will be a key differentiator for banks, says Capgemini, not only providing them with a competitive edge, but also helping them improve their bottom line.

Achieving the full benefits of a true seamless multi-channel integration for delivering an enhanced customer experience is a long and resource-heavy process which will require the alignment and standardisation of systems and data. On their journey to achieve excellence in multi-channel integration, banks will be required to focus their efforts around key dimensions such as people, multi-channel strategy, processes, technology, client information management, and metrics which will help in the successful execution of their multi-channel roadmap.» Download the document now 1.1 mb (PDF File)

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