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Market Research Report

Omni-Channel Banking: Best Practice and Case Studies

Published by Retail Banking Research Product code 510022
Published Content info 157 Pages
Delivery time: 1-2 business days
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Omni-Channel Banking: Best Practice and Case Studies
Published: May 31, 2017 Content info: 157 Pages
Description

This executive report advises on current global best practice in omni-channel banking through a selection of case studies from around the world. It seeks to offer an optimal approach to the development and implementation of an omni-channel banking strategy. The report focuses on the role, nature and trends in the core components of such a strategy.

It assesses how channels best work individually and in combination to support or create a profitable retail banking business based on three high-level objectives; representing and projecting the bank brand; protecting and developing the bank's existing customer base; and, acquiring new customers.

Table of Contents

Table of Contents

SECTION A: CASE STUDIES

  • 1. Bangkok Bank, Thailand
  • 2. Bendigo and Adelaide Bank, Australia (BEN)
  • 3. CaixaBank, Spain
  • 4. Deutsche Bank, Germany
  • 5. Garanti Bank, Turkey
  • 6. Huntington National Bank, USA
  • 7. ICICI Bank, India
  • 8. ING Group, Netherlands
  • 9. Mastercard Europe
  • 10. mBank, Poland
  • 11. Moven, USA
  • 12. Rivermark Community Credit Union, USA
  • 13. Vietnam Prosperity Bank (VPB)
  • 14. Wells Fargo bank, USA

SECTION B: ANALYSIS

  • 15. Banking Labs
  • 16. Channel options - new generation digital channels
  • 17. Channel options - the legacy channels
  • 18. Omni-channel strategy development
  • 19. Omni-channel strategy - key related issues
  • 20. Conclusions

Table of Figures:

  • Figure 1: One of over 300 community branches
  • Figure 2: A new generation of CaixaBank branches
  • Figure 3: Stylish Quartier Zukunft café open to all
  • Figure 4: Relaxed and open ambiance
  • Figure 5: Working in the 'Greenhouse'
  • Figure 6: The modern Garanti Bank branch
  • Figure 7: Garanti Bank interior with digital facilities
  • Figure 8: Advanced mobile banking with eye scanning
  • Figure 9: ICICI Bank Touch Banking branch
  • Figure 10: The ING Virtual Store
  • Figure 11: ING Direct's iconic 'pumpkin', Italy
  • Figure 12: consumer views of digitalisation
  • Figure 13: Consumer device preferences
  • Figure 14: Trends in authentication methods
  • Figure 15: Digital engagement by region
  • Figure 16: The mBank light branch
  • Figure 17: The exciting light branch interior
  • Figure 18: Share of interactions through channels
  • Figure 19: Moven operates direct and with partners
  • Figure 20: The transformed interior of Rivermark
  • Figure 21: Interactive Teller Facility extended hours
  • Figure 22: The luxurious Gold Club lounge
  • Figure 23: VP Bank's new style banking hall
  • Figure 24: VP Bank online registration with KYC
  • Figure 25: Wells Fargo channel usage and frequency
  • Figure 26: Customer interactions (million) 2013-2015
  • Figure 27: The BBVA Innovation Centre in Madrid
  • Figure 28: An eye-catching facility
  • Figure 29: The Nationwide NOW video service
  • Figure 30: Digital screens deployed at Commerzbank
  • Figure 31: Wearable innovation at Caixabank
  • Figure 32: TTW and interior of a PNC pop-up branch
  • Figure 33: Caixabank smart television banking
  • Figure 34: The futuristic in interior of dotFNB
  • Figure 35: Number of bank branches worldwide
  • Figure 36: Commercial Bank of Dubai digital kiosk
  • Figure 37: Typical branch sizes and facilities
  • Figure 38: Customer and staff member interact digitally
  • Figure 39: The home of First Direct in Leeds, UK
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