Mobile and Multi-Channel Integration
Mobile platforms have the potential to truly revolutionize customer experiences in retail banking, provided that banks approach mobility in a structured way. Any movement on this front must have cross-channel consistency at its very core. While this objective can be appear to be overwhelming, but failure will often result in increased customer dissatisfaction -- something no bank can risk in this hyper-competitive environment.
As global economies try to emerge from the shadows of recession, what seems certain is the drop in consumer confidence and the general wane of optimism among global consumers. A 2011 Ernst & Young Global Consumer Banking Survey revealed that 44 percent of customers said their confidence in the banking industry had declined.