Dror Oren
Banking expectations among consumers are changing—quickly. Siloed multichannel experiences, once perceived as powerful and innovative, have given way to deeply personalized omni-channel options. In retail, that happened some time ago as consumers moved from either-in-person-or-online shopping to another model: viewing merchandise in stores and purchasing (or returning) it online and vice versa. Moreover that applies today no matter how they contact the retailer, including by phone or mobile. Companies must support this channel traversing while keeping sight of who the customer is beyond a unique ID—and more importantly their preferences, history and more.
