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Multi-channel matters

Multi-channel matters

Source: Capgemini

Optimising multi-channel customer service will be a key differentiator for banks, says Capgemini, not only providing them with a competitive edge, but also helping them improve their bottom line.

Achieving the full benefits of a true seamless multi-channel integration for delivering an enhanced customer experience is a long and resource-heavy process which will require the alignment and standardisation of systems and data. On their journey to achieve excellence in multi-channel integration, banks will be required to focus their efforts around key dimensions such as people, multi-channel strategy, processes, technology, client information management, and metrics which will help in the successful execution of their multi-channel roadmap.

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