While the banking industry has embraced mobile, it is still slow to create an omnichannel customer experience. This is about to change. As customers expect to be engaged with on multiple platforms in a seamless way, banks must adapt and provide this.
No longer should customers be siloed into one channel or have an uneven experience with their bank and here’s why:
Screen Use
90% of all media interactions are screen-based. This means that more customers than ever are engaging with brands using their desktop/laptop or mobile device. Customers now expect a consistent experience on all channels.
Proven Concept
Omnichannel has been successful in retail. Brands in this space are allowing customers to use a variety of devices to search store inventory, purchase items and pick them up at the location of their choice. Banking can provide similar services for customers depositing checks on one device or checking accounts on another.
Millenials
The Millenial population is swelling to its highest levels and with this comes increased customer mobile use. This population is forcing banks to adapt. Millenials have already shown a preference for online-only banks and the use of Apple Watch and other wearables to complete transactions.
The future is here and banking must do everything to stay ahead of the trends and customer needs to succeed. What’s the best strategy for your retail bank to embrace omnichannel experience? Contact us
