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Bank 2.0 by Brett King

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Channel Silos

Customers don’t use channels or products in isolation of one another. Every day customers will interact with our institution in various ways. They might write a cheque and pass it to a third party, visit an ATM to withdraw cash, go online to check if their salary transfer has come in or pay a utility bill, use their credit card to purchase some goods from a retailer, walk into a branch to collect a personal loan application form, or ring up the call centre to see what their credit card balance is or report a lost card. If they are a sophisticated customer or client, they may also trade some stocks, transfer some cash from their Euro forex account to their US dollar account, put a lump sum in a mutual fund, or sign up for a home ...

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