World’s leading banks are competing to deliver top quality customer experiences. They are striving to deliver their products faster, low cost, and with higher quality of customer experiences. Cloud computing and SOA infrastructure are adding more value to the transformation of client experiences. New paradigm shift will have many positive impacts on channel infrastructure and delivery model design. Delivery channels in Banking industry have Self service, Branch, Electronics, and Call Center in one end and products like Deposits, withdraw, loan, etc on the product side. Of course there are multiple sub-channels under each major channel. Unfortunately lack of integration across channels is causing tremendous frustration and bad quality of experience to the customers. Customers are experiencing many touch points with the Bank for a single business process thread that are creating lots of opportunity for integration. If we create a use case model of customer interaction we will see the amount of time, money both bank and customers are spending are significant. It will reveal un-integrated line of business creating fragmented customer interaction. Vendors are coming up with many products to improve customer satisfaction. We need products but products come after completing the required operational model. Multichannel Architecture, Transformation to SOA, and information Integration are the major challenges to the IT. For total solution with road map to accomplish target objectives and vision with new computing model and technology require for this transformation. For the techniques paper on this topic please contact me.
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