First thing first: the experience will not equal the channel. Will banks have branches 10 years from now? Yes. Will they have mobile apps? Yes. ATMs? Maybe-the persistence of cash is the variable. But when customers think of their banking experience, they won't think of a branch or a device. They'll feel it instead: accomplishment, or comfort, or confidence-or perhaps anxiety if the experience isn't meeting their needs. That unified experience will be delivered across every channel, and experiences that start in one channel will easily migrate to another and another as needed. A customer might use an app to deposit a check, receive a tailored product offer, swing by a branch for more details and confirm the new service over text.
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