Multidistribution
Quote of the month
“Branch officers don’t need full customer multichannel history, they just need leads and business opportunities”
Pol Navarro, Head of channels and innovation at BancoSabadell, Spain
Overall issues
- Improving existing channels
Existing channels can be made more effective by better communication, better usage and better customer advice models. - Extracting maximum value from cross-channel usage
There are several ways of ensuring that cross-channel usage brings the best possible rewards. These include improved customer intelligence; sophisticated business performance analyses; and technology that turns interconnectivity into a reality. - Reducing the costs involved
Banks need to find ways of cutting costs whilst delivering higher customer service levels and increased sales. This will involve new approaches to pricing, communication, marketing and service propositions.
Efma studies
"Creating the smarter knowledge bank", by the Efma Banking Advisory Council and with the support of Microsoft (October 2008)
"Multichannel sales productivity" by Finalta (November 2008)
Lessons from the most recent conference
“36th Efma Congress on Multichannel Distribution”, Prague, 21-22 October 2008 (www.efma.com/congress2008)
Best speaker:
Ali Fuat Erbil, EVP, Retail banking and alternative delivery channels, Garanti Bank, Turkey
Best presentations:
- “Multichannel sales productivity – Trends and emerging best practices”
Remus Brett, Director, Finalta, United Kingdom
- "Maximizing the advantages of an integrated multichannel strategy”
Murat Erdag, SVP, Alternative distribution channels, Denizbank, Turkey
- “New channels in a multichannel bank – The quest for making customer’s life easier”
Narciso Perales Dominique, Head of business development retail banking, Bankinter, Spain
