As mentioned in Accenture's BlogPodium, the banking industry increasingly uses the popular and cost efficient Internet channel for information and transactions purposes.
Although Forrester Research says that online business is better suited to withstand an economic downturn than physical stores or catalogs, it becomes more and more important for companies across all industries to decrease costs to serve, to improve customer acquisition & retention and increase cross and up sell.
In this context, companies within the banking industry should understand the (online) self service opportunities by determining a solid multi channel management strategy which enables their capability to deliver a consistent branded customer experience across all customer interaction channels.
posted by BlogFonk: Thursday, May 07, 2009 [#] Erms Suripatty