Customers are using more channels to manage their finances how and when they want. As new devices emerge and drive new consumer behaviors, having convenient digital support in the mix with traditional options is a powerful relationship and loyalty accelerator. But, even as the industry has talked about customer experiences across channels, itís focused primarily on handing customers off from one channel to another, which can reinforce siloed business and technology processes. The distinctions between channels are in the process of breaking down, and the next wave of omnichannel strategy must reinforce how customers interact with us, virtually and physically, in self-service and assisted modes.
Wells Fargo is leading the charge in developing omnichannel experiences, and Brett Pitts will talk about how the bankís innovations give customers a seamless experience across channels, much like Amazon does, through an integrated fusion of complementary physical and digital options.