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