Effective digital transformation in the industry begins with an understanding of digital customer behavior, preferences, choices, likes, dislikes, claims, undeclared needs, and aspirations.
Digital transformation leads to major changes in organisations, supporting the evolution from a product-centric model to a customer-centric approach with the available data.
Moving Towards The Multichannel Banking Model?
The most effective way to understand and transform the organization from traditional banking to digital banking is the Omnichannel approach.
Omnichannel is the multichannel banking approach to customer service. In this model, all channels are integrated, keeping the customer at the center.
Thus, as customers change channel usage patterns, banks adapt to this evolution, seeking to provide a highly satisfactory customer experience through the different points of contact. For this to be possible, those responsible for multichannel banking must be able to obtain information from:
- All the channels.
- Changes in user behavior.
- The preferences of the clients.
Don’t forget that customers are more sophisticated today, and everyone needs different financial services experience.
Customers expect an agile and consistent response, and a seamless service in any of their interactions, from researching new services, opening an account, checking their balance, making transactions, loans, credits or managing their assets.
Achieving this is the key to success in this highly competitive industry, but it requires integrating all key parameters, both online and offline channels, data and technology, customer behavior and experience, all in one platform.
And, while it is true that this implies an increase in the number of applications, technological support, and operations.
Businesses need to integrate various management systems while adopting the multichannel banking, which gains in agility and productivity.
Financial services have to rethink the way customers are valued, the way data is exploited, and the architecture that supports the entire system.