There is a theme in this paper which states that, to use online banking effectively, a financial institution must offer three things: integration, personalisation and relevance.
Now I know that you, the reader, the seasoned and sceptical professional who has been there, done that and seen it all before will read that first line and yawn. I know that, because that’s what I did.
Because we’ve heard it all before.
How often have we talked about multichannel integration? How often have we pondered the issues of a consistent customer experience? How often have we discussed the ability to leverage online capabilities through branches and vice versa?