Customer Experience in Banking: Omni-Channel Customer Management

Integrating channels, devices and processes for seamless customer interactions

On any given day, your customers could engage with your bank across ten or more touchpoints. In the morning, they might check their balance on the mobile app. At lunchtime, they might withdraw cash from one of your ATMs. In the afternoon they might have a video consultation with one of your advisers. And at home at night, they might use Twitter to contact your customer service center.

Many of these channels will have developed independently of the others in response to advances in technology or customer demands. But as banking shifts from a product-centric to a customer-centric model, how do you integrate these channels for a seamless customer experience with that all-important ‘wow factor’?

Atos Omni-Channel Customer Management gives you the platform to stay consistent across all your touchpoints and delight your customers. From mobile to IVR and online to in-branch, our consulting and design teams work with you to embed a seamless omni-channel customer experience on a global scale.

With Omni-Channel Customer Management, you can integrate existing channels, create insight that can be used, achieve channel shift and then personalize and simplify your systems. That way you will be able to serve anyone, on any channel – always with the customer experience front of mind.

Omni-channel customers have a 30% higher lifetime value than those who shop using only one channel.