How are banks providing omnichannel customer experience?

Hannah McGrath

Editor, FStech

Monica Hovsepian

Head of Worldwide Financial Services Industry Strategy at OpenText


In the on-demand economy, customers now expect to be able to engage with their service provider - be it a streaming service, online retailer, or banking provider, at the click of a button and on the channel of their choice.

As a result, financial services providers are under mounting pressure to leverage data, AI and automation to provide a personalised and seamless customer experience, whether the customer is accessing online, via an app or calling the customer service phone line.

And while FinTechs and InsurTechs enable customers to switch smoothly between online chatbots and a human advisor, more established banks are struggling to connect all of the elements of the customer journey.

To delve further into the key challenges and opportunities for FSIs in building an omnichannel customer journey. FStech was joined by Monica Hovsepian, Head of Worldwide Financial Services Industry Strategy at OpenText.

OpenText: https://www.opentext.com/experience

To find out more: https://www.fstech.co.uk/fst/customer-trust-through-frictionless-banking-experiences/

Data trust in the AI era: Building customer confidence through responsible banking
In the second episode of FStech’s three-part video podcast series sponsored by HCLTech, Sudip Lahiri, Executive Vice President & Head of Financial Services for Europe & UKI at HCLTech examines the critical relationship between data trust, transparency, and responsible AI implementation in financial services.

Banking's GenAI evolution: Beyond the hype, building the future
In the first episode of a three-part video podcast series sponsored by HCLTech, Sudip Lahiri, Executive Vice President & Head of Financial Services for Europe & UKI at HCLTech explores how financial institutions can navigate the transformative potential of Generative AI while building lasting foundations for innovation.

Beyond compliance: Transforming document management into a strategic advantage for financial institutions
In this exclusive fireside chat, John Rockliffe, Pre-Sales Manager at d.velop, discusses the findings of Adapting to a Digital-Native World: Financial Services Document Management Beyond 2025 and explores how FSIs can turn document workflows into a competitive advantage.

Sanctions evasion in an era of conflict: Optimising KYC and monitoring to tackle crime
The ongoing war in Ukraine and resulting sanctions on Russia, and the continuing geopolitical tensions have resulted in an unprecedented increase in parties added to sanctions lists.