“Banks that invest in ensuring a consistent customer experience across all channels may be wasting their money, according to an analysis by TowerGroup.
The achievement of an integrated multi-channel approach to customer engagement strategies has been something of a holy grail in bank and vendor circles over the past decade.
However, TowerGroup suggests that the effort might be misdirected, achieving only high maintenance costs, convoluted management, and little increase in customer satisfaction. “
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