Multi-Channel Management 2010

Creating the ultimate channel distribution management to ensure improved customer experience in communications, information and delivery, while increasing your retail revenue and reducing operational costs

With the recent global financial crisis, the Banking and Financial Institutions are currently facing rapid-changing customer culture and dynamics. With continued innovative new technologies like the Web 2.0, social networking and application mobility (through capable handheld devices), traditional retail banking models like kiosks, branches, ATMs and point of sales are now stretched to the limit. Banks and financial institutions are now faced with the emerging wave of new customer world order , the fundamental attack on traditional means of channel distribution within the retail finance space.

To do so, financial organisations are currently concentrating on channels where transaction volumes are increasing while monitoring those that are declining transaction volumes. In the fast-paced era of mobility and innovative technologies, they are continuously searching for the best ways to reach out to their customers who are techno-savvy and always on the move while coordinating the customer experience across a diverse range of delivery channel technologies to suit existing or new product specifics.

At the same time, customers are facing problems of how they are managed within and across different channels as if they were customers of a different bank, rather than the same customer merely communicating with the bank in a different manner. This is caused by layers of complexity and technology that are associated with introduction of new channels to the existing system. Banks seldom migrate their old systems or integrate an add-on to suit the new channels as the cost of migration is high. Consequently, banks struggle to cope and collect information from the customers centrally.

This 2-day interactive course will take participants through the planning and implementing direct strategy on retail banking distribution, channel deployment and customer propositions. The training aims to equip participants the knowledge on what it will take to adapt, not just for profitability but to protect brand, AuM (Asset under Management) and revenue.