Towards multichannel integration

True multidistribution is hard to achieve. It requires significant long-term investment, but what benefits or return on investment can banks expect? There is unfortunately no easy answer, but there is one place where you can learn from the bankers with the most experience in this area: the Efma Congress!

Key issues
The main topics for the 2013 Congress will include:

Threats and opportunities
• New challenges: new approaches to multichannel management. Finding the optimum channel mix. How feasible is fully-integrated customer experience and management? Building customer-centric channel processes and enhancing customer insights. Managing compliance and regulation.
• New entrants: the threat and challenge from new banks and new ‘challenger’ models.
• Branches and non-branch channels: the future role of branches in a multichannel world. Teller-less and virtual branches. How to sell more through non-branch channels, making the process more customer-friendly.

New developments
• Technological changes: the integration of mobile banking developments into the customer offer and value proposition. Responding to the surge in the use of social media.
• Changes in channel strategies: new channel performance metrics and analytics. Channel pricing, differentiation, personalisation and communication. Channel staffing, developing people skills and reward and motivation systems.
• Changes in models: moving from a cross-selling to a cross-buying model, self-help banking.