A recently released survey from Cisco highlights the need for a holistic banking expereience that extends across channels, or as Cisco refers to it, an “omnichannel” approach:

In the world of omnichannel banking, customers are in control of the channels they wish to use. For example, they can begin an interaction using one channel (mobile while at home) and end it in another (branch while on the way home from work). Omnichannel banking brings the industry closer to the promise of true contextual banking in which financial services become seamlessly embedded into the lives of individual and business customers.
 

As innovations like bill pay and remote deposit capture become standard across the various mobile banking offerings in the industry, financial institutions will have to look beyond the table stakes to differentiate themselves (for more information on competitive differentiation strategies, please see our upcoming webinar).   Given Cisco’s prediction that mobile will overtake traditional online banking by 2014, it will become increasingly important for institutions to provide not only a full featured mobile experience, but one that ties into other customer touch points and helps to both support the customer and provides opportunity to cross-sell across the range of product offerings.

For more details, check out Cisco’s report on “Winning Strategies for Omnichannel Banking”.

As you prepare to offer an omnichannel experience to your customers, let Pervasive help you define your strategy.   From defining the appropriate user experience across channels, to ensuring that your middleware can support a holistic experience across touch points, we have the expertise necessary to make your mobile banking implementation a success.