Omnichannel Customer Acquisition 2.0: Vendor Spectrum (Part 2)

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6 September 2016


In a previous report, Omnichannel Customer Acquisition 2.0: What is it and How to Get There (Part 1), Celent defined omnichannel customer acquisition 2.0, provided case studies of early mover banks and provided a vendor landscape of solutions to help institutions improve customer acquisition effectiveness. In Omnichannel Customer Acquisition 2.0: Vendor Spectrum (Part 2), Celent compares five omnichannel customer acquisition solutions. These applications provide a quick path to omnichannel customer acquisition without the need to rip and replace legacy channel or core systems. Comparisons are based on vendor-supplied information for solutions available in June 2016. Nine vendors were invited to participate in this research.

“Historically, branches have been banks’ sales engine, while self-service channels have been all about low-cost and convenient transactions”, says Bob Meara, senior analyst and coauthor of the report. “Banks are now seeking to leverage their digital investments for additional sales growth.”

This report begins by defining “omnichannel customer acquisition,” a term that has grown increasingly ambiguous over the past several years. The report then outlines solution considerations and inventories solution capabilities that have or are becoming commonplace. The vendor landscape is then examined, followed by Celent’s ABCD analysis. Profiles for each of the five participating vendors conclude the report.

This 42-page report contains 25 figures and 18 tables.