How can banks ensure that they are continuously meeting the needs of their customers? Especially in a world that is becoming more dependent on digital options?
According to Stephen Bohanon of Alkami Technology, Inc., bankers must eliminate disparate channels and move towards an omnichannel banking approach.
Bohanon recently explained in a contribution piece on Bank Systems & Technology that the adoption of mobile banking is only going to increase over the next few years. Because of this, if banks invest in a single digital banking platform they can deliver consistency across all channels. From there, customers can have a better experience and continue using mobile and online banking options.
“Consider if a bank’s mobile banking interface highlighted a certain functionality or service whereas the desktop banking interface highlighted a completely different one,” Bohanon wrote. “The mobile banking users may only be aware of what is advertised on the mobile channel and are therefore less informed about the other services – and vice versa.
Bohanon added that improved customer support, greater access to reliable, useful data and the chance for consistent upgrades and updates were other benefits to investing in a single digital banking platform.
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