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| Milan, Italy Tokyo, Japan March 18, 2004 Multichannel Integration:
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| EXECUTIVE SUMMARY | 3 | |
| INTRODUCTION | 5 | |
| WHAT IS MULTICHANNEL INTEGRATION? | 7 | |
| Technical and Operational Demands | 7 | |
| Service and Sales Drivers | 9 | |
| MCI vs. CRM | 10 | |
| TECHNOLOGY CHOICES | 13 | |
| Middleware | 13 | |
| Enterprise Platforms | 14 | |
| Vendor Types | 17 | |
| MULTICHANNEL INTEGRATION PLANS AT GLOBAL BANKS: A SURVEY | 21 | |
| Background | 21 | |
| Aggregate Data Results | 22 | |
| REGIONAL OVERVIEW | 33 | |
| North America | 33 | |
| Europe | 39 | |
| Asia/Pacific | 45 | |
| CONCLUSIONS | 53 | |
| OBJECTIVITY & METHODOLOGY | 55 | |
| ABOUT CELENT | 56 | |
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