Balazs Fejes, SVP, global head of financial services business unit, EPAM systems, explains what 'omnichannel' means in the practical sense, the demand for traditional banking channels and whether they can be innovated.
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Really? Talk to a teller for complex products? I don't think so. My experience is that they might refer you to a branch "platform" officer to speak with you.
Omni-channel is real. It might be a retail term but it is very relevant to banking. And, it is interesting that in the conversation (except for the term) you validate the omni-channel requirement for banks.
The point of omni-channel is to tie together the un-integrated channels to beable to carry on a conversation with the customer seamlessly. Granted that some channels are more suited to certain types of conversations but they need to be tied together for
a seamless experience for the customer.
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