What will you learn?
"Banks’ top three digital technology drivers depend on exceptional multichannel delivery."
"The multichannel solutions focus is shifting from channel applications to customer journey continuity across channels."
"Multichannel solution vendors are leveraging their unified channel solutions to offer services that blend the benefits of digitally enabled assisted service, like call centers and chat."
Market Guide for Digital Banking Multichannel Solutions by Gartner
Banks CIOs need to evaluate the digital Banking Multichannel Solutions
Digital banking multichannel solutions are evolving
"The need is high for enhanced multichannel capabilities from banks. The top three digital initiatives, as ranked in the 2021 Gartner Financial Services Technology Survey, cite the ability to rapidly deliver new or improved products and services, while improving customer experience," by Gartner.
Evolution of Digital Multichannel Banking
To include the human element of servicing, multichannel platforms are integrating a managed set of APIs, including standardized banking use cases that are most relevant when customers switch from one channel to another.
Gartner believes that a bank should update its digital engagement strategy in light of shifting customer behavior patterns and the bank’s revenue and cost targets that are under competitive pressures"
Gartner, Market Guide for Digital Banking Multichannel Solutions, Jason Malo, Jeff Casey, 5 January 2022.
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