Digital transformation was already progressing at a furious pace before 2020 turbo-charged its pace. As it spreads through all corners of daily life, financial institutions are striving to keep up, and ensure services from financial advice to everyday banking operations are available online. Although customers appreciate the improved efficiency and convenience of online services, they still want a personal experience. In other words, they want omni channel banking.
Banks who can provide customers with a choice of channels and allow them to switch from one to another without disrupting or fragmenting their journey are ahead of their competitors. It has become critical that financial institutions and payment providers offer the convenience of digital channels while maintaining the human contact that is crucial to building trust.
