Customers increasingly demand an omni-channel experience. Real banking examples start to emerge: not just a consistent cross-channel experience, but one driven by insights and powered by channel analytics. The leaders in the industry will start the convergence of mobile and online banking and build more linkages between the digital and physical channels. The laggers will unfortunately realize that the lack of multi-channel platform is an inhibitor and many will reinvest in multi-channel integration.
Read more at Insights on Business