Multichannel Management
Historically, a typical retail banking organisation has operated like a collection of fiefdoms.
Download as PDFRetail banks are now being forced to change this approach. Faced with falling product margins and rising customer demands for more personalised service, they are turning to more innovative customer-facing strategies. For many, a key component of this is managing, in a more holistic way, the various channels that customers can now use to conduct business with their bank.