The importance of a seamless omnichannel experience in banking

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Discover how to move towards an omnichannel delivery model in the financial sector to ensure the satisfaction of a more demanding customer profile than ever before.
The financial services market is undergoing many changes. New challengers have emerged seeking a share of the market. In addition, customers are more demanding and better informed, expecting convenience and simplicity when approaching financial services, especially online and via mobile devices.


People love digital services like Netflix, Amazon and Uber because they are easy to use and offer great customer experiences. They offer 10 times more convenience and better customer experiences and are therefore gaining market share. It is only a matter of time until the “10 times better” bank appears, and that is a thought that is on the minds of every entrepreneur in the sector.

To counter this, creating a seamless omnichannel experience is considered essential by 100% of these bankers .



Customer experience and omnichannel: Design a customer business owner database based on an omnichannel strategy


Omnichannel is no longer just a marketing buzzword
The importance of omnichannel has been increasing in recent months within the banking industry. 100% of banks understand the importance of creating a seamless omnichannel experience.

However, the reality is quite paradoxical, since:

61% consider omnichannel to be "extremely important."
Only 1 in 5 banks is expanding its omnichannel strategy.
In most banks, the exploration, experimentation or deployment phase of their omnichannel strategy is delayed, delaying actual execution and showing that there is a mismatch between the objectives set and the action.
But what is the reason for this mismatch between plans and results? One of them has to do with the existing channel delivery architecture.

Most financial institutions lack a centralized platform from which to effectively manage their private and open customer channels. As a result, back-end and front-end are isolated.

The solution lies in making the right technological choices, although a certain digital maturity is required to bring banks up to par with technology companies, start-ups and neobanks.