Mobility and the Channel Challenge

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17 April 2013


  • Great article and so true. Another point to add is that customers also want the ability to switch between those digital channels. And if they do change channels, they expect to pick up the conversation where they left off - without having to repeat anything. It's really about making the customer's journey simple, intuitive and personalized each and every time.

  • Very much in agreement with the post as well as Deborah's comment. A "omni-channel" mentality (or whatever the buzzword-averse will call it) is clearly required these days to meet banking customers' expectations.
    The unnecessary opposition of channels (taking the example of mobile vs. desktop) is also something we covered in one of our recent blog posts, with some data points you might find useful to hammer the point home even further:

  • [...] Mobility and the Channel Challenge – [...]

  • Great point, Deborah!