Channels

Omni-channel strategies have become essential as the array of marketing and delivery channels have expanded from traditional face-to-face channels to innovative digital channels. From branches to social media, consumers want 24/7 access to their financial accounts and services. While PC or online banking is the most preferred method of conducting banking, consumers have not abandoned ATMs, branches, and telephone call centers. Usage of mobile and tablet banking is growing. Channel optimization requires providers to continually evaluate the marketing and delivery channel mix.