How are banks providing omnichannel customer experience?

Hannah McGrath

Editor, FStech

Monica Hovsepian

Head of Worldwide Financial Services Industry Strategy at OpenText

In the on-demand economy, customers now expect to be able to engage with their service provider - be it a streaming service, online retailer, or banking provider, at the click of a button and on the channel of their choice.

As a result, financial services providers are under mounting pressure to leverage data, AI and automation to provide a personalised and seamless customer experience, whether the customer is accessing online, via an app or calling the customer service phone line.

And while FinTechs and InsurTechs enable customers to switch smoothly between online chatbots and a human advisor, more established banks are struggling to connect all of the elements of the customer journey.

To delve further into the key challenges and opportunities for FSIs in building an omnichannel customer journey. FStech was joined by Monica Hovsepian, Head of Worldwide Financial Services Industry Strategy at OpenText.


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