Clients are moving from a ‘single channel’ usage to a ‘multi-channel model’ and expecting a high level quality and integration between those.
Clients are considering more and more opinions from others. How to integrate a social media strategy into my channel strategy?
Increasing local and global competition on services offered on innovative channels. As a consequence, need to review some current channels to define new positioning and / or new required functionalities (ie. Branches, E-Banking, Mobile Banking, etc.)
Pressure on resources and efficiency objectives. How to build a distribution model focusing internal resources on added-value tasks and pushing low-value added transactions to self-service channels?
