Insights from our Omni-Channel Roundtable
- What is the customer’s perspective?
- How do you coordinate between the branch, digital and other channel teams?
- Do you watch other industries? Who and how?
- What are you doing to grow digital sales?
- How will the role of the branch change in an omni-channel environment?
http://www.regonline.com/builder/site/?eventid=1256874 Additionally, we'll be hosting a bankers-only roundtable called "Evolve or die: the future of the bank account" in London on October 17. Details at http://www.regonline.com/builder/site/Default.aspx?EventID=1259271 Finally, we'll be hosting a broader cross-industry event on October 3 in San Francisco. Entitled "What's Next: The Search for Disruptive Innovation," you can find out more at http://www.regonline.com/builder/site/Default.aspx?EventID=1237201 Hope to see you there!
This is a great post. As an industry, if we can move away from thinking about specific channels and instead focus on defined customer journeys and interactions - then I think more coherent omni-channel experiences will emerge. Exactly as you say - this will require structural changes in banks to mitigate existing channel silos.
Sales journeys in particular could benefit from this approach. I think is it fascinating how top banks, like Lloyds in the UK are already driving 25% of their retail sales by volume from their digital channels. This proves the potential. Four years ago as a bank's eChannels product manager, I commissioned research on mortgage sales. This research showed how customers want to be able to research online, consult a salesperson face to face, apply online, ask questions over the phone and receive SMS status updates.
If banks enable the right processes, for the right customers, via the right channels or devices - then I believe they will see improved sales pipelines, reduce application drop-out rates and higher returns.
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