EP129: Global omnichannel opportunities and challenges in retail and corporate banking

Omnichannel banking is a cross-channel strategy that delivers a seamless, consistent customer experience across physical and digital touchpoints, improving service quality while reducing costs and boosting profitability. Unlike multichannel models, omnichannel integrates channels and customer data, allowing customers to start and complete journeys such as loan applications—across branches, mobile, online and emerging devices. Adoption accelerated in the 2010s and was fast-tracked by COVID-19, which drove rapid digital uptake and reduced branch usage globally.Digital and hybrid customers now dominate across regions, pushing banks to rebalance physical and digital channels rather than eliminate branches. Data analytics is central to designing and managing omnichannel journeys. While retail banking leads adoption, corporate banking is catching up, especially in transaction banking, cash management and ERP integration. Open banking and regulations such as PSD2 are creating new opportunities, particularly for corporates willing to pay for analytics-driven, value-added services. Ultimately, omnichannel enables tailored journeys that enhance customer experience and profitability across retail and corporate banking.