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Digital Bank by Chris Skinner

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DIGITAL BANKS DO NOT HAVE CHANNELS

One of the key things that comes along with the branch discussion is the old multichannel nugget. Frequent research shows that the top strategic priority of retail banks is to harmonise and improve cooperation and consistency between branch, Internet and call centre channels. Part of the reason for this, as already shown, is that branch sales are declining, thus the relevance of the branch is decreasing, whilst Internet sales of bank products are increasing year-on-year so, consequently, the focus on mobile Internet is increasing too.

However, talking about channels in this way is wrong because it diverts attention from integrating digital servicing with human services.

“We’ve got our contact centre, then there’s ...

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