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Using Omnichannel Banking to Better Serve Customers

By Njeri Mathu on Jul 14, 2020 11:30:00 AM

When you hear “omnichannel banking,” you may think it’s just another way of saying “digital banking.” As banks already have physical branches and call centers they become “omnichannel” by simply including online banking services.

Yet, as Kristen Ricker and Amee Kubiak of Berkshire Bank shared in a recent webinar, omnichannel banking doesn’t just mean adding digital services. It means deeply listening to your customers, then creating a system that provides the services they need when and where they need them.

Two primary themes emerged in the conversation with Sue Devine, head of customer success at Alloy.

Topics: Community Banking Digital Banking Omnichannel Banking Customer Experience