Driving banking efficiency: New operating models for seamless omnichannel banking

Shifting consumer demand, technological advancement, and compliance obligations are putting financial institutions (FIs) under immense pressure to modernise their operating models. In order to stay competitive, FIs must work hard to deliver seamless, intuitive and personalised services that drive customer loyalty – while at the same time maintain operational efficiency, control costs, and ensure robust regulatory alignment.

Today’s consumers expect to be able to move effortlessly between digital and physical channels. Too often, customers hit speedbumps in this process – a result of disconnected systems and inconsistent services. A recent Experian report found that 62% of banking customers call for a “naturally flowing experience between physical and digital spaces.” This is a global trend across the retail banking sector.

If FIs are to meet the expectations of customers, they must embrace operational reform and unite the digital and physical channels. Unfortunately, doing so is not always straightforward. Success hinges on an FI’s ability to source significant investment and navigate complex technology landscapes and organisational silos.

**This Finextra impact study, produced in association with Diebold Nixdorf, explores: **

*   _The implications of siloed, multi-channel banking vs. omnichannel banking; _
*   _Technological and operational requirements for omnichannel banking; _
*   _How FIs can accelerate innovation and manage operations; and _
*   _Strategies to bridge digital and physical channels. _