The programme for digital transformation in banks includes the development and enhancement of digital channels as one of the primary and most important steps to take, while not forgetting the importance of the physical channel for certain specific needs.
This dual aspect between digitalisation and the human element is reflected in the multi-channel strategies of banks, which are moving ever closer towards synergies between digital channels and human touch.
On the other side, conducting an in-depth review of customer-oriented service logic leads banks to review their internal process operations, introducing innovative elements through structured work programmes, leading to the construction and management of an “innovation strategy”.