A CONSISTENT and positive banking experience across all channels, whether at the branch, on the phone, or the Internet – consumers want it and banks are realising the need to deliver it. The future of retail banking lies in the successful transformation to a multi-channel delivery and the journey has begun.
In the effort to establish bank brand and develop customer loyalty, banks worldwide are moving towards having an integrated multi-channel delivery of products and services to their customers, albeit no bank had achieved that yet, noted IBM Corp financial services sector executive Stephen R. Onufrey.
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