The study involved 5,300 consumers in five developed countries (Canada, France, Germany, US and UK) and three emerging countries (Brazil, China and Mexico).
The calling for the omnichannel banking trend has led to Cisco launching the Cisco Remote Expert for Retail Banking Smart Solution that enables virtual face-to-face meetings via high-definition video between customers and specialty lending, wealth management and other types of banking advisers, from any bank branch, in real time.
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The solution also enable banks to capture customer business at first contact, paving way for providing the personalized customer service the customer desires.
The trend has led to many banks looking forward to adopt an omnichannel banking strategy to optimize their retail channels based on customers’ preferences to offer more personalized financial services.
The Cisco Omnichannel Study which was designed to discover consumers’ attitudes and preferences towards different channels, both physical and virtual, recommends strategies for banks to implement that will drive profitability and increase customer satisfaction.
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