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Omnichannel in financial services means delivering a unified and seamless customer experience across all channels, such as mobile apps, websites, customer service hotlines, and in-branch visits.
According to the 2021 World Retail Banking Report by Capgemini, nearly 80% of consumers expect an omnichannel banking experience, highlighting the growing demand for consistent, personalized interactions across multiple platforms.
Why is Omnichannel Essential for Financial Services?
Omnichannel matters in financial services because consumer expectations have shifted. Today, customers want to manage their finances anytime, anywhere—without needing to visit a bank branch. They expect to transfer money, pay bills, check accounts, and apply for loans through various platforms seamlessly. Financial institutions must adapt by providing a unified, integrated experience across all channels, making omnichannel strategies crucial.
Why Do Financial Services Need Omnichannel Solutions?
The key is the growing demand for a seamless, personalized, and integrated experience across all channels. Here’s why omnichannel strategies are essential for financial institutions, particularly in the mobile sector.
This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
Alex Kreger Founder & CEO at UXDA
22 August
Nick Green Director at Purple Patch Broking Ltd
Priya Kumari
20 August
Oleg Stefanet Chief Risk Officer at payabl.
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