Omnichannel is Broken (Here's How to Fix It)
Every bank claims to be "omnichannel." Most aren't. They're multi-channel at best — separate systems barely connected by middleware.
True omnichannel means a customer can start a transaction on mobile, continue it on desktop, and complete it in a branch without friction. It means the bank knows who you are regardless of how you engage.
"Omnichannel isn't about having every channel. It's about making all channels feel like one experience."
The fix requires rethinking architecture, not adding integrations. Banks need to build around the customer, not around the channel.
