The Bankwatch

Tracking the consumer evolution of financial services

Is this the end of multi channel experience?

I think it is exactly 10 years since the term multi channel customer centric strategy became de rigeur.  It was really a compromise that did not want to admit the eventual demise of the branch.  The compromise was to provide ‘equal’ experience and service level in the branch to that of online.  This was horrendously expensive and that reality is now hit home.

Multi-channel banking strategies are failing to convince – TowerGroup | Finextra

Says TowerGroup: "The branch isn’t dead, but the profitability of the network, as well as individual branch footprints, need to be reevaluated."

Written by Colin Henderson

September 15, 2013 at 23:54

Posted in Uncategorized

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