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Seven tips for a successful omni-channel banking project

by Wim Geukens
Managing Director, VeriPark Europe, VeriPark

Digital technology is redefining how customers expect to interact with their banks. And banks are working to transform themselves to catch up and meet market expectations with innovative and engaging interactions and products. But why go through such a transformation?

Although customers embrace digital channels at different levels, they all want consistent, seamless omni-channel banking experiences whether they are retail, small business or corporate. Yes, customer expectations are higher than ever and they want simplicity regardless of the channels they use. Yet, they also demand personalization and convenience.

So how can banks gear themselves up to offer rich and engaging experiences across all customer touch points? Here are a few tips:

1. Use one single integrated platform to drive consistent customer journeys

Banks often struggle with different systems in place to manage different touch points. They also want better insights about customers and stronger customer-centricity across the bank's value chain. But, how is this achievable?

By implementing a unified CRM platform based on Dynamics 365 as an end-to-end omni-channel solution, banks can eliminate boundaries between digital and assisted channels. It's a great way to deliver unified communications through one single platform and bring out the bank's fullest potential.  

2. Offer rich channel coverage to engage more with your customers

Digital technology has empowered customers to expect what they want delivered whenever they want. And while "always-connected" millennials demand more and more digital experiences, many customers still appreciate face-to-face contact for their banking transactions.

The best way for banks to respond to these changes in the digital era is to engage with their customers through their preferred channels at the right time. Whether it’s branch, online, mobile, contact center, or virtual assistant, they need to be able to unite all the journeys to offer frictionless customer services. Let's not forget that adopting new technologies including Alexa, Siri, MS Luis and wearable banking is also a huge plus!

3. Go beyond customer-centric

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About Wim Geukens

Wim was born in 1969. He graduated from Louvain University as Master in Information Sciences in 1991 and from Woluwe University as Master in Biomedical Informatics in 1993. He finished his MBA at Vlerick in 2017. In 2003, Wim co-founded Travi@ta, a Consultancy company dedicated exclusively to Microsoft Dynamics CRM and specialized in FSI, that was acquired by RealDolmen in 2013, where Wim managed the new combined CRM Division within RealDolmen that employed over 70 professionals. In 2017, Wim started a new venture with VeriPark, the only Microsoft Global ISV for FSI, specialized in Omni-Channel delivery, CRM, Branch Automation and Loan Origination. Wim became Managing Director of VeriPark Europe.

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