Delivering an Omnichannel Customer Experience, Part 2: Vendor Spectrum

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26 March 2018

Viable solutions abound. Where are the bank implementations?

Key research questions

  • What are the leading customer experience platform solutions?
  • How do the solutions compare?
  • What are the considerations in making a vendor selection?


The path to omnichannel CX is paved by multiple vendor solutions. If only banks would implement them.

Vendors with Large Clients Tend to Evolve with Client Needs Rather than Lead Them

As banks continue their omnichannel retail delivery journey, maintaining multiple channel platforms becomes increasingly hard to defend. What vendor solutions should be in consideration? How do those solutions compare? What are the most important considerations?

Retail banking, like the broader retail industry, is at an inflection point — a reset moment triggered by consumers’ broad and rapid adoption of smart mobile devices and their propensity to use them for a growing number of tasks. In this environment, consumers (and your bank associates) make little distinction between channels. Instead, consumers expect an integrated engagement experience with retailers, one that bridges the digital and physical domains. Delivering on this expectation is the core challenge of omnichannel banking, as well as the objective of the vendor solutions compared in this report.