Conventionally, banks have focused their attention on improving customer retention and experience through innovations in their ‘traditional’ channels - branches, mobile and the Internet. This myopic view of their sphere of influence will only drive incremental growth and customer satisfaction. What exactly are banks today missing out on? How can they step out of their comfort zone to leverage the strengths of other businesses to create an experiential platform that would satisfy today’s customers? Balaji Ram, VP and Head of Financial Services, HCL Australia and New Zealand, shares his views.