innovation edge. customer experience (english)

8/13/2019 Innovation Edge. Customer Experience (English)

1/107


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3/107

Bnrpnrota snbmojraspnlsm`mjmty ot

tda sojas bnojioba ln cnra nljy

'wdot's ml mt inr ca'


4/107

Bustncar axparmalba

coloeacalt (BT)wmjj rapjoba BPCs


5/107

Bustncars

bnltrnj tda`uymle prnbass


6/107


7/107

Vda rmsa niscortpdnlas

ml sojas


8/107


9/107


10/107

Acpotdy,tda lawsojas afea


11/107

Vda ulmvarsmty

ni sajjmle


12/107

Mlstolt

obbass tnsnjutmnls


13/107

Rojas jaofarsdmp

ml ulbartoml tmcas;stnp coloemleolf stort jaofmle


14/107


15/107

Bustncarsot tda Irnlt

& Baltarni @usmlassBdoleas ml tabdlnjney ora

inrbmle bdolea nltn usmlass

cnfajs. Ua ora cnvmle owoyirnc prnfubt-baltrmb cnfajs

olf cnvmle tnworfs bustncar-

baltrmb cnfajs. Jaofmle

bncpolmas ora fmsbnvarmle woys

tn dorlass tdms sdmit `y pjobmle

bustncars ot tda irnlt olfbaltar ni `usmlass.


16/107

Paofy inr bustncar-baltrmbmtyBustncars ora jmvmle mlbraosmlejy fmemtoj jmvas, wmtd obbass tn tabd-

lnjney olf mlinrcotmnl tdot alo`ja tdac tn coka àttar olf

cnra-ambmalt fabmsmnls obrnss tdamr foy-tn-foy mltarobtmnls wmtd

bncpolmas olf ntdar mlfmvmfuojs. Qlfarstolfmle tda ulfarpml-

lmles ni tdms fmemtoj jmia, tda abnsystac tdot ms frmvmle bustncar

ofnptmnl olf dnw tdms mltaerotas mltn axmstmle ioba-tn-ioba mltar-

obtmnls wmjj à kay tn òlks olf imlolbmoj sarvmbas bncpolmas

ijnurmsdmle tdrnued tda laxt imva yaors.

Rnurba8 Eortlar | Vda Laxus ni Inrbas8

Rnbmoj, Cn mja, Bjnuf, olf Mlinrcotmnl,

Hula 07?0 Eortlar | Oealfo Nvarvmaw inr

@olkmle olf Mlvastcalt Rarvmbas, Holuory

07?2 mcoea8 m=1fav | Oppjymle Eortlars

Laxus ni Inrbas tn Patomj, Corbd 07?2

Laxus ni Inrbas8 tda bnlvarealba ni cohnr tabdlnjney

tralfs; sattmle tda to`ja inr tda pnst-prnfubt aro8 Uajbnca

tn bustncar-baltrmbmty.

Mlinrcotmnl

Fajmvary

@adovmnur

Rnbmoj

Obbass

Cn`mjaBnltaxt

Bjnuf
http://www.gartner.com/id%253D2049315http://www.gartner.com/id%253D2049315http://www.gartner.com/id%253D2049315http://www.gartner.com/id%253D2049315http://www.gartner.com/id%253D2292222http://www.gartner.com/id%253D2292222http://www.gartner.com/id%253D2292222http://www.gartner.com/technology/research/nexus-of-forces/http://www.gartner.com/technology/research/nexus-of-forces/http://www.gartner.com/technology/research/nexus-of-forces/http://www.gartner.com/technology/research/nexus-of-forces/http://www.gartner.com/id%253D2292222http://www.gartner.com/id%253D2292222http://www.gartner.com/id%253D2292222http://www.gartner.com/id%253D2049315http://www.gartner.com/id%253D2049315http://www.gartner.com/id%253D2049315


17/107

Bustncars ora

lnw ml bnltrnjBustncars lnw dnjf tda pnwar ml tdamr ra-

jotmnlsdmps wmtd `olks. Vday ora cnra bnl-

labtaf, vnboj, olf nl tda jnnknut inr strnle-

ar rajotmnlsdmps tdol avar `ainra.

Rnurba8 AICO/Wappars&Pnears Ernup

Bustncar Axparmalba ml Patomj @olkmle, 07?7

lnt hust o prnfubt nr sarvmba

Vday wolt o portlar ml tdamr fomjy jmvas
http://www.peppersandrogersgroup.com/view.aspx%253FDocID%253D33170http://www.peppersandrogersgroup.com/view.aspx%253FDocID%253D33170http://www.peppersandrogersgroup.com/view.aspx%253FDocID%253D33170http://www.peppersandrogersgroup.com/view.aspx%253FDocID%253D33170http://www.peppersandrogersgroup.com/view.aspx%253FDocID%253D33170


18/107


19/107

BT (BustncarAxparmalba) msmlbraosmlejy o tnp

ni cmlf mssuaBncpatmtmva fmaraltmotnrs ni tda postcol-

uiobturmle straletd, fmstrmùtmnl pnwar, olf

mlinrcotmnl costarydova aobd àal bnc-

cnfmtmzaf olf ora lnw aosmjy obbassm`ja tn

avary bncpoly (olf, jats ioba mt, oly altar-

prmsmle mlfmvmfuoj wmtd o scortpdnla). Vdms dos

jaf tn coss fmemtoj fmsruptmnl olf fmssnjutmnl

ni trofmtmnloj mlfustry `nulformas.

Vda imajf ni bustncar axparmalba dos rmsal tn

prncmlalba nvar tda post savaroj yaors à-

bousa wava altaraf o law aro8 tda oea ni tda

bustncar. Os wa opprnobd tda alf ni 07?0, tda

ùsmlass fmsbmpjmla ni bustncar axparmalba, nr

BT, dos enla comlstraoc. Mts obklnwjafeaf

os o kay bncpatmtmva fmaraltmotnr, aval `y

tdnsa wdn praiar spraofsdaats tn stmbky lntas.

Rnurba8 Inrrastar | Nutsmfa Ml8 Vda Wnwar

ni Wuttmle Bustncars ot tda Baltar ni ]nur

@usmlass, 07?2
http://outsidein.forrester.com/http://outsidein.forrester.com/http://outsidein.forrester.com/http://outsidein.forrester.com/http://outsidein.forrester.com/http://outsidein.forrester.com/http://outsidein.forrester.com/


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21/107

Vda rmsa ni tda BdmaiBustncar Nmbar

BBNs wmjj pjoy ol mlbraosmlejy brmtmboj rnja

inr imrcslnt hust ml dajpmle tdac fmaraltm-

ota òsaf nl eraot axparmalbas, ùt ojsn ml

ofnptmle law ùsmlass orbdmtabturas olf np-

arotmle cnfajs cofa pnssm`ja `y law bopo-

`mjmtmas jmka fmemtojjy bnllabtaf prnfubts olf

sarvmbas, cn`mja bncputmle,snbmoj latwnrks,

olf fylocmb portlar latwnrks.

Rnurba8 Inrrastar

Pasaorbd | Vda Pmsa nitda Bdmai Bustncar

Nmbar, Holuory 07??

Rubbassiuj BBNs wmjjcnva tdamr bncpoly

irnc o raobtmvamlf-olf-mx

caltojmty tn nlatdot ojmels

acpjnyaas, portlars,prnbassas, olftabdlnjnemas

ornulf bustncar enojs olfusas acaremle bopo`mjmtmastn fajmvar law vojua.
http://blogs.forrester.com/paul_hagen/11-01-24-the_rise_of_the_chief_customer_officerhttp://blogs.forrester.com/paul_hagen/11-01-24-the_rise_of_the_chief_customer_officerhttp://blogs.forrester.com/paul_hagen/11-01-24-the_rise_of_the_chief_customer_officerhttp://blogs.forrester.com/paul_hagen/11-01-24-the_rise_of_the_chief_customer_officerhttp://blogs.forrester.com/paul_hagen/11-01-24-the_rise_of_the_chief_customer_officerhttp://blogs.forrester.com/paul_hagen/11-01-24-the_rise_of_the_chief_customer_officerhttp://blogs.forrester.com/paul_hagen/11-01-24-the_rise_of_the_chief_customer_officerhttp://blogs.forrester.com/paul_hagen/11-01-24-the_rise_of_the_chief_customer_officerhttp://blogs.forrester.com/paul_hagen/11-01-24-the_rise_of_the_chief_customer_officer


22/107

BustncarAxparmalba &

@olkmleMl o brnwfaf olkmle corkat, hust dovmle ennf

`rolbd jnbotmnls wmtd dmed-javaj sarvmba olf

bncpatmtmva rotas ora lnt enmle tn but mt. @olks cust

mlf woys tn racoml rajavolt ml tda iutura Imlolbmoj

Rarvmbas mlfustry y ac`robmle BT os o kay ajacalt

ni o sustomlo`ja, bncpatmtmva usmlass cnfaj.


23/107

Hust 1% fapnsmtsora dajf `y òlks

bncpatmle ml raemnlswmtd jass tdol ?1 Ijs.

24

4=

04 @olksbncpatmleml o typmboj

CRO

40 40

67

06

99% ni ojjfapnsmts

ora dajf `y òlksbncpatmle ml

raemnls wmtd cnratdol ?1 Ijs.

9?2

: ?7 ??-?1Imlolbmoj

Mlstmtutmnls ?9-07 0?-27 2?-17 1?-51 59-?77 < ?7?

Mi M laaf òlkmle sarvmbas

laor`y, dnw coly

prnvmfars ora tdara>

Bncpatmtmnl ms mltalsa, wmtd 04

@olks bncpatmle ml o typmboj ean-

eropdmb orao

Rnurba8 Nptmrota | Patomj

@olkmle ms cnra bncpatm-

tmva tdol cnst àjmava, 07??

Vdaras o jnt!!! Inr axocpja, ml tda QR, tdara ora cnra

tdol ?1,777 Imlolbmoj Mlstmtutmnls; o`nut 5,477 òlks

olf 5977 brafmt ulmnls. Ml o typmboj catrnpnjmtol sat-

tmle, o fapnsmtnr wmjj dova cnra tdol 17 òlkmle prn-

vmfars bncpatmle tn boptura tda fapnsmt. Laafjass

tn soy, hust kaapmle tda cnlay soia mslt enmle tn à

alnued tn wml tda ùsmlass. Ot tda alf ni tda foy,

wdnavar bnlsmstaltjy nars tda àst axparmalba inr

tda bustncar wmjj wml.

% Fapnsmts

L CRO( Catrnpnjmtol Rtotmstmboj Orao )

?4%

6%

9%=%

?2%

?%

5%

6?%
http://bankblog.optirate.com/retail-banking-is-more-competitive-than-most-believe/#.UiYgYmjh6FMhttp://bankblog.optirate.com/retail-banking-is-more-competitive-than-most-believe/#.UiYgYmjh6FMhttp://bankblog.optirate.com/retail-banking-is-more-competitive-than-most-believe/#.UiYgYmjh6FMhttp://bankblog.optirate.com/retail-banking-is-more-competitive-than-most-believe/#.UiYgYmjh6FMhttp://bankblog.optirate.com/retail-banking-is-more-competitive-than-most-believe/#.UiYgYmjh6FMhttp://bankblog.optirate.com/retail-banking-is-more-competitive-than-most-believe/#.UiYgYmjh6FMhttp://bankblog.optirate.com/retail-banking-is-more-competitive-than-most-believe/#.UiYgYmjh6FM


24/107


25/107

Bustncar

Axparmalba & PNMFaspmta ol mlbraosaf inbus nl bustncar ax-

parmalba mlmtmotmvas `y òlks ni ojj smzas, law

rasaorbd dos inulf tdot lnt ojj ni tdasa anrts

coy à rasujtmle ml ravalua ernwtd ... Wort ni

tda prn`jac ms o jobk ni ossnbmotmnl `y òlks

àtwaal bustncar axparmalba mlmtmotmvas olf o

tolem`ja PNM.

Vda mcpnrtolt quastmnl ms wdmbd obtmvmtmas jaof

tn ravalua ernwtd.

@y avojuotmle obtmvmtmas àmle mcpjacaltaf ot

ernwtd olf lnl-ernwtd òlks, tda rasaorbd

inulf tdot tdara wara inur iulfocaltoj bus-

tncar axparmalba probtmbas tdot bnujf à fm-

rabtjy tmaf tn ravalua ernwtd ot mlolbmoj mlstm-

tutmnls.

Vda probtmbas tdot wara inulf tn a cnst bnr-

rajotaf wmtd mlolbmoj parinrcolba8

Qtmjmzmle o fabmsmnl-

cokmle prnbass

tdot acpdosmzas

tda bustncar

Asto`jmsdmle o

enoj inr bustncar

axparmalba

mcprnvacalt

Rdormle o bnccnl

famlmtmnl ni wdot o

pnsmtmva bustncar

axparmalba ms

Vokmle obtmnl

nl mlfmvmfuoj

bustncar

iaafòbk


26/107

Rnurba8 @olk Corkatmle Rtrotaey | Ojj @olk Bustncar Ax-

parmalba Mlmtmotmvas ora Lnt Braotaf Aquoj, Hula 07?2

Vda twn cnst mcpnrtolt fmiaraltmotnrs ora

tdot ernwtd `olks dova mlvastaf ml tabdlnj-

ney tdot dajps tn bjnsa tda jnnp `atwaal bus-

tncars wdn rapnrt o prn`jac, mlfmbota o laaf

nr rabnelmza ol acpjnyaa wdn parinrcs wajj.

Ernwtd olks olf brafmt ulmnls ojsn dova o sat

ni brmtarmo tday injjnw wdal prmnrmtmzmle, iulfmle

olf rasnurbmle bustncar-ojmelaf mlmtmotmvas.

Lnl-Ernwtd @olks Ernwtd @olks

BT WPOBVMBAR NI EPNUVD

YR. LNLEPNUVD @OLKR

Vdara ora inur inulfotmnloj bustncar axparm-

alba probtmbas tdot fmaraltmota Ernwtd @olks

irnc tdamr Lnl-Ernwtd bncpatmtnrs.

ARVO@JMRDAF ENOJR INP MCWPNYACALV

60%

9=%

BNCCNL QLFAPRVOLFMLE NI BT

0=%

92%

0=%

5?%

VOKA MLFMYMFQOJ OBVMNL BQRVNCAP IAAF@OBK

pnmlts

05pnmlts

26

pnmlts

60

FMRBMWJMLAF FABMRMNL COKMLE OPNQLF VDA BQRVNCAP

0?%

97%

pnmlts

2=
http://jimmarous.blogspot.com.es/2013/06/2013-retail-banking-customer-experience-mecx-peoplemetrics.htmlhttp://jimmarous.blogspot.com.es/2013/06/2013-retail-banking-customer-experience-mecx-peoplemetrics.htmlhttp://jimmarous.blogspot.com.es/2013/06/2013-retail-banking-customer-experience-mecx-peoplemetrics.htmlhttp://jimmarous.blogspot.com.es/2013/06/2013-retail-banking-customer-experience-mecx-peoplemetrics.htmlhttp://jimmarous.blogspot.com.es/2013/06/2013-retail-banking-customer-experience-mecx-peoplemetrics.html


27/107

Bncpatmtmnl ml tda mlolbmojsarvmbas ms daotmle up

Vda iostast ernwmle mlolbmoj sarvmbasmlstmtutmnls ora ratomjars, ernbary stnrabdomls olf outncntmva bncpolmas.

Vday dova ofnptaf tda nclmbdollaj(opprnobd) cnra oeerassmvajytdol tda òlkmle mlfustry

Rnurba8 Vda @olkar | Rnbmoj @olkmle ml tda Nclmbdollaj Aro

Pojpd Rmjvo

Mts eattmle rotdar brnwfaf ml tda IR spoba. @olks ora ln jnlear hust bnc-

patmle wmtd aobd ntdar, tday ora ojsn ot wor wmtd o ernwmle lucàr ni ratomj-

ars olf mllnvotmva stort-ups tdot acpjny snbmoj cafmo tobtmbs tn nar snuedt-

oitar sarvmbas.

Ml tda ratomj wnrjf, o bustncar bol nrfar ol mtac nljmla olf pmbk mt up ml tdastnra. Vday bol en mltn o stnra olf osk inr o portmbujor mtac tn à fajmvaraf tn

tdamr dnca (nr ml tda stnra). Vdms typa ni sarvmba ms ln jnlear hust cujtmbdol-

laj nr brnss-bdollaj; mt ms nclmbdollaj o saocjass olf mltaerotaf axparm-

alba inr bnlsucars wmtdnut rastrmbtmnls. Mt ms axobtjy tdms typa ni narmle tdot

ms jobkmle ocnle olks. Mlfaaf, tdara ms jmttja bdnmba inr olks ut tn bdolea

tdamr strotaey.
http://www.thebanker.com/Tech-Trading/Technology/Social-banking-in-the-omnichannel-era%3Fct%3Dtruehttp://www.thebanker.com/Tech-Trading/Technology/Social-banking-in-the-omnichannel-era%3Fct%3Dtruehttp://www.thebanker.com/Tech-Trading/Technology/Social-banking-in-the-omnichannel-era%3Fct%3Dtrue


28/107

Vda tdraot ni

fmsmltarcafmotmnl

ms raojIrnc o mlolbmoj sarvmbas mlstmtu-

tmnls parspabtmva, fmsmltarcafmotmnl

ms o cohnr rmsk ml tda burralt wova

ni trolsinrcotmnl. Fmsmltarcafmo-

tmnl doppals wdal tda burralt ml-

fustry narmle (olf ravalua cnf-

aj) àbncas n`snjata `y iomjmle tn

ofopt tn law tabdlnjney alo`jaf

vojua prnpnsmtmnls.

Inr òlks,

BT ms o tnp prmnrmtyMcprnvmle tda bustncar axparm-

alba wos tda inulfotmnl ni ojcnst ojj

ni tda raspnlsas M rabamvaf ornulf07?6 strotaemb prmnrmtmas. Udatdar

wa ora tojkmle o`nut `rolbd rabnl-

meurotmnl, cn`mja òlkmle oppjmbo-

tmnls, òbk nmba nparotmnls, atb.

òlkmle mlfustry jaofars àjmava ol

mcprnvaf bustncar axparmalba ms

tda kay tn ernwtd.

Hmc Cornus

Rnurba8Bmsbn | Umllmle Rtrotaemas inr Im-

lolbmoj Rarvmbas Wjoyars ml tda Oea ni Cn-

`mja olf Rnbmoj Woycalts, Ia`ruory 07?2

Rnurba8 @olk Corkatmle Rtrotaey

| @olkmle Jaofars Fmsbuss 07?2 Rtro-

taemb Wjollmle Obtmvmtmas, Hujy 07?2

Raa ojsn8 Eortlar | Eortlar Roys Bus-

tncar Axparmalba Altars Vnp ?7 BMN

Wrmnrmtmas inr 07?0, Oprmj 07?0

Vdms tdraot ms bncmle

irnc inur cohnr

pjoyars

ImlVabd stort-ups

Vajbns

Vabd Bncpolmas

Patomjs
http://www.cisco.com/web/about/ac79/docs/fs/Winning-Strategies-for-FS.pdfhttp://www.cisco.com/web/about/ac79/docs/fs/Winning-Strategies-for-FS.pdfhttp://www.cisco.com/web/about/ac79/docs/fs/Winning-Strategies-for-FS.pdfhttp://www.cisco.com/web/about/ac79/docs/fs/Winning-Strategies-for-FS.pdfhttp://jimmarous.blogspot.com.es/2013/07/banking-credit-union-2014-strategic-planning-priorities.htmlhttp://jimmarous.blogspot.com.es/2013/07/banking-credit-union-2014-strategic-planning-priorities.htmlhttp://jimmarous.blogspot.com.es/2013/07/banking-credit-union-2014-strategic-planning-priorities.htmlhttp://jimmarous.blogspot.com.es/2013/07/banking-credit-union-2014-strategic-planning-priorities.htmlhttp://www.gartner.com/newsroom/id/1993515http://www.gartner.com/newsroom/id/1993515http://www.gartner.com/newsroom/id/1993515http://www.gartner.com/newsroom/id/1993515http://www.gartner.com/newsroom/id/1993515http://www.gartner.com/newsroom/id/1993515http://www.gartner.com/newsroom/id/1993515http://jimmarous.blogspot.com.es/2013/07/banking-credit-union-2014-strategic-planning-priorities.htmlhttp://jimmarous.blogspot.com.es/2013/07/banking-credit-union-2014-strategic-planning-priorities.htmlhttp://jimmarous.blogspot.com.es/2013/07/banking-credit-union-2014-strategic-planning-priorities.htmlhttp://www.cisco.com/web/about/ac79/docs/fs/Winning-Strategies-for-FS.pdfhttp://www.cisco.com/web/about/ac79/docs/fs/Winning-Strategies-for-FS.pdfhttp://www.cisco.com/web/about/ac79/docs/fs/Winning-Strategies-for-FS.pdf


29/107

Dajjn

Nclmbdollaj !Udmbd woy sdnujf M en> Mlol nclmbdollaj wnrjf, mt

fnaslt raojjy cottar; tda

bustncar wmjj dova o bnlsmstalt,

irmbtmnljass hnurlay raeorfjass

ni tda rnof sda bdnnsas tn toka,

obbncpolmaf `y dms praiarraf

favmba olf, mlbraosmlejy, favmbas.


30/107

O jmttja o`nut tnfoys

bnlsucarsVnfoy, bnlsucars toka o cujtm-favmba/cujtm-

bdollaj potd hnurlay tn purbdosa olf lovm-

eota saocjassjy atwaal vormnus tnubdpnmlts,

frmval `y tda emval bnltaxt.

BNLVATV FPMYAR FAYMBA BDNMBAVnfoy

bnlsucars nwl cujtmpja favmbas olf cnva

saocjassjy `atwaal tdac tdrnuednut tda foy.

Vda favmba wa bdnnsa tn usa

ot o portmbujor tmca ms nital

frmval `y nur BNLVATV

Nur OVVMVQFAolf stota ni

cmlf

VdaENOJwa wolt tn

obbncnjmsdVda ocnult ni

VMCAwa dovanr laaf

NurJNBOVMNL


31/107

Uotbdmle

ol Nljmla

Ymfan

Rnbmoj

Latwnrkmle

Rdnppmle

Nljmla

Raorbdmle

inr Mlin

Coloemle

Imlolbas

Wjollmle

o Vrmp

@rnwsmle

tda

mltarlat

VNW OBVMYMVMAR WAPINPCAF

UDAL RA_QALVMOJJ]

RBPAALMLE @AVUAAL FAYMBAR

RA_QALVMOJ QROEA

Cnvmle irnc nla favmba tn olntdar ot

fmaralt tmcas tn obbncpjmsd o tosk

4?%

50%

95%92%

62% 62%69%


32/107

Yar ul vf

nljmla

Mltarobbml al

rafas snbmojas

Bncpros

nljmla

@usbor

mlinrcobml

Eastmnlor

jos mlolzos

Wjolmmbor

ul vmoha

Lovaeor pnr

mltarlat

27% 27% 01% 0=% 26% 26%

06% 05% ?=% 02% 0=% 06%

9% 6% 1% 9% 9% ?7%

24%

2?%

5%

Bnltmloal ul

scortpdnla

Mlmbmnal ulWB

Bnltmloal uloto`jato

Rcortpdnlasora tda cnst bnccnl

stortmle pjoba inr nljmla obtmvmtmas

Uotbdmle

Nljmla Ym

Rnbmoj

Latwnrkmle

Rdnppmle

Nljmla

Raorbdmle

inr Mlin

Coloemle

Imlolbas

Wjollmle

o Vrmp

@rnwsmle

tda mltarlat

92% 99% 91% 1=% 65% 19%

14% 14% 9?% 19% 61% 64%

1% 4% 6% 2% 2% 4%

91%

97%

6%

Rtortaf nl oscortpdnla

Bnltmluafnl o WB

Bnltmluafnl o to`jat

RCOPVWDNLAR VO@JAVR WB / JOWVNW

Rnurba8 Enneja | Vda Law Cujtm-sbraal Unrjf, Oueust 07?0
http://www.google.com/think/research-studies/the-new-multi-screen-world-study.htmlhttp://www.google.com/think/research-studies/the-new-multi-screen-world-study.htmlhttp://www.google.com/think/research-studies/the-new-multi-screen-world-study.html


33/107

Vo`jats ora cnst nital o stortmle pnmlt

inr sdnppmle olf trmp pjollmle

5% 6% ??% 5% 5% ??%

?% 0% 7% ?% ?% 0%

9% 2% ?7% 9% 9% =%

?1%

?%

?6%Bnltmluaf

nl o WB

Rtortafnl oto`jat

Bnltmluaf nlo scortpdnla


Uotbdmle

Nljmla Ym

Rnbmoj

Latwnrkmle

Rdnppmle

Nljmla

Raorbdmle

inr Mlin

Coloemle

Imlolbas

Wjollmle

o Vrmp

@rnwsmle

tda mltarlat



34/107

WBsora cnst nital o stortmle pnmlt

inr cnra bncpjax obtmvmtmas

27% 27% 01% 0=% 26% 26%

06% 05% ?=% 02% 0=% 06%

9% 6% 1% 9% 9% ?7%

24%

2?%

5%

Bnltmluaf nlo scortpdnla

Rtortafnl o WB

Bnltmluafnl o to`jat


Uotbdmle

Nljmla Ym

Rnbmoj

Latwnrkmle

Rdnppmle

Nljmla

Raorbdmle

inr Mlin

Coloemle

Imlolbas

Wjollmle

o Vrmp

@rnwsmle

tda mltarlat



35/107

O law potd

tn purbdosaVda law potd tn purbdosa ms bojjaf bustncar

fabmsmnl hnurlay.

Corkatmle dos ojwoys snuedt tdnsa cncalts,

nr tnubd pnmlts, wdal bnlsucars ora npal tn

mljualba. Inr yaors, tnubd pnmlts dova `aal

ulfarstnnf tdrnued tda catopdnr ni o iullaj.

@ut tnfoy, tda iullaj bnlbapt iomjs tn boptura ojj

tda tnubd pnmlts olf kay uymle iobtnrs rasujt-

mle irnc tda axpjnsmnl ni prnfubt bdnmbas olf

fmemtoj bdollajs, bnupjaf wmtd tda acarealba

ni ol mlbraosmlejy fmsbarlmle, wajj-mlinrcaf

bnlsucar.

O cnra snpdmstmbotaf opprnobd ms raqumraf

tn dajp corkatars lovmeota tdms alvmrnlcalt,

wdmbd ms jass jmlaor olf cnra bncpjmbotaf tdol

tda iullaj sueeasts. Ua bojj tdms opprnobd tda

bnlsucar fabmsmnl hnurlay.

Udal corkatars ulfarstolf tdms hnurlay olf

fmrabt tdamr spalfmle olf cassoemle tn tda

cncalts ni coxmcuc mljualba, tday stolf

o cubd eraotar bdolba ni raobdmle bnlsuc-

ars ml tda rmedt pjoba ot tda rmedt tmca wmtd tda

rmedt cassoea.

Rnurba8CbKmlsay & Bn | Umllmle tda bus-tncar fabmsmnl hnurlay, Fabac`ar 07??

VDAL

LNU
http://www.mckinsey.com/insights/marketing_sales/the_consumer_decision_journeyhttp://www.mckinsey.com/insights/marketing_sales/the_consumer_decision_journeyhttp://www.mckinsey.com/insights/marketing_sales/the_consumer_decision_journeyhttp://www.mckinsey.com/insights/marketing_sales/the_consumer_decision_journeyhttp://www.mckinsey.com/insights/marketing_sales/the_consumer_decision_journey


36/107


37/107

Bustncar hnurlay

os o fmaraltmotnrBnlsucars bnllabt wmtd `rolfs tdrnuednut tda bus-

tncar jmia bybja8 tday fmsbnvar, axpjnra, uy, olf aleoea

usmle o cujtmtufa ni tnubdpnmlts. @ut snca snurbas

ora cnra aabtmva tdol ntdars ot frmvmle bnlsucars

tn tda `uy pdosa olf dova o strnlear mljualba nl tda

prmba tday ujtmcotajy poy inr tdamr purbdosa.

Corkatars laaf tn ulfarstolf tda mtarotmva olf bmrbu-

jor bnlsucar fabmsmnl hnurlay sn tday raobd bnlsuc-

ars ml tda pjoba ot tda rmedt tmca wmtd tda rmedt cas-

soea. Eattmle tda osmbs rmedt storts wmtd tda bustncar

fabmsmnl hnurlay olf mt bol caol cmjjmnls ni aurns ml

ernwtd nr sovmles. Corkatars bol mlf cmjjmnls ni aurns

`y `amle cubd cnra systacotmb olf fmsbmpjmlaf o`nut

axtrobtmle vojua irnc avary stoea ni tda bustncar fa-

bmsmnl hnurlay.

Rnurbas8 Inrrastar Pasaorbd | Ossass tda

Mcpobt ni Vnubdpnmlts Ojnle tda Bnl-

sucar Wotd-tn-Wurbdosa, Oprmj 07?2

CbKmlsay & Bncpoly | Cohnr @olk, Co-

hnr Fmemtoj Vrolsinrcotmnl, Fabac ar 07?0
http://www.forrester.com/Assess%2BThe%2BImpact%2BOf%2BTouchpoints%2BAlong%2BThe%2BConsumer%2BPathToPurchase/fulltext/-/E-RES93181%3Fobjectid%3DRES93181http://www.forrester.com/Assess%2BThe%2BImpact%2BOf%2BTouchpoints%2BAlong%2BThe%2BConsumer%2BPathToPurchase/fulltext/-/E-RES93181%3Fobjectid%3DRES93181http://www.forrester.com/Assess%2BThe%2BImpact%2BOf%2BTouchpoints%2BAlong%2BThe%2BConsumer%2BPathToPurchase/fulltext/-/E-RES93181%3Fobjectid%3DRES93181http://www.forrester.com/Assess%2BThe%2BImpact%2BOf%2BTouchpoints%2BAlong%2BThe%2BConsumer%2BPathToPurchase/fulltext/-/E-RES93181%3Fobjectid%3DRES93181http://csi.mckinsey.com/knowledge_by_topic/digital_consumerhttp://csi.mckinsey.com/knowledge_by_topic/digital_consumerhttp://csi.mckinsey.com/knowledge_by_topic/digital_consumerhttp://csi.mckinsey.com/knowledge_by_topic/digital_consumerhttp://www.forrester.com/Assess%2BThe%2BImpact%2BOf%2BTouchpoints%2BAlong%2BThe%2BConsumer%2BPathToPurchase/fulltext/-/E-RES93181%3Fobjectid%3DRES93181http://www.forrester.com/Assess%2BThe%2BImpact%2BOf%2BTouchpoints%2BAlong%2BThe%2BConsumer%2BPathToPurchase/fulltext/-/E-RES93181%3Fobjectid%3DRES93181http://www.forrester.com/Assess%2BThe%2BImpact%2BOf%2BTouchpoints%2BAlong%2BThe%2BConsumer%2BPathToPurchase/fulltext/-/E-RES93181%3Fobjectid%3DRES93181


38/107

Cnvmle irnc pnmlt ni

soja tn pnmlt ni fabmsmnl8

tda nclmbdollaj

O fmaraltmotmle strotaey ml tdanclmbdollaj aro ms cnvmle irnc tda

pnmlt ni soja tn pnmlt ni fabmsmnl

Nclmbdollaj, ol

ottacpt ot o famlmtmnlMl mts cnst smcpja salsa, nclm-bdollaj bol à

famlaf os fnmle cujtm-bdollaj prnparjy.

Nclm-bdollaj storts wmtd ulfarstolfmle tda

laafs olf àdovmnrs ni ynur bustncars, tdal

fasmelmle axparmalbas tdot mt ynur `rolf mltn

tdamr loturoj do`mts olf foy tn foy jmvas. Imloj-

jy, tda rmedt tabdlnjnemas ora bdnsal olf nptm-

cmzaf tn fajmvar tda axparmalbas ml ol ambmalt,

alhnyo`ja olf bnlsmstalt collar tn tda bnl-

sucar.

Rnurba8 wa`brafm`ja | Nclm-bdollaj Bus-

tncar Axparmalba, Lnvacàr 07?0
http://www.webcredible.co.uk/http://www.webcredible.co.uk/http://www.webcredible.co.uk/http://www.webcredible.co.uk/http://www.webcredible.co.uk/


39/107

Nclmbdollajsinr IRsInr asto`jmsdaf mlolbmoj sarvmbas

bncpolmas, tda bdojjalea ninclmbdollaj jmas ml mlfmle tda

rmedt cmx ni rolbd olkmle,

cn`mja, snbmoj, olf vmfan

tabdlnjnemas tn nar saocjass

`olkmle axparmalbas tn bustncars

ml bnltaxtuojjy caolmleiuj woy.


40/107

Vda aro ninclmbdollaj

òlkmle ms dara

Nclmbdollaj olkmle ms fmaralt irnc tda bur-

ralt cujtmbdollaj opprnobd ml wdmbd òlks

albnuroea bustncars tn usa tda jaost axpal-

smva bdollaj, wdmja fajmvarmle cmlmcoj brnss-

bdollaj bnlsmstalby olf ol mlbnlsmstalt usar

axparmalba. Nclmbdollaj olkmle prnvmfas o

bnlsmstalt axparmalba obrnss bdollajs tn prn-

vmfa bustncars wmtd saocjass obbass tn imlol-

bmoj prnfubts olf sarvmbaswdara olf wdal

tday ora laafaf. Ml tda wnrjf ni nclmbdollaj

òlkmle, bustncars ora ml bnltrnj ni tda bdol-

lajs tday wmsd tn usa.

Nclmbdollaj òlkmle ms lnt o dypntdatmboj

bnlbapt; mlstaof, mt ms assaltmoj tn offrass-

mle bustncars fasmra tn bnltrnj tda tmca,

pjoba, bdollaj, olf mlinrcotmnl raqumraf tn

parinrc tdamr òlkmle obtmvmtmas. Ml favaj-

npaf bnultrmas, o rmbd cmx ni pdysmboj

(`rolbd) olf vmrtuoj (wa`, cn-

`mja, olf snbmoj) òlkmle bdol-

lajs dos praporaf bustncars

inr tda ofvalt ni o saocjass

nclmbdollaj axparmalba.

Rnurba8 Bmsbn M@RE | Umllmle Rtrotaemas inr

Nclmbdollaj @olkmle, Hula 07?0

Rnbmoj

@rolbd
http://es.slideshare.net/CiscoIBSG/omnichannel-press-deckhttp://es.slideshare.net/CiscoIBSG/omnichannel-press-deckhttp://es.slideshare.net/CiscoIBSG/omnichannel-press-deckhttp://es.slideshare.net/CiscoIBSG/omnichannel-press-deckhttp://es.slideshare.net/CiscoIBSG/omnichannel-press-deck


41/107

Costarmle fmemtoj bdollajsFmemtoj tnnjs ora o wnlfariuj nppnrtulmty inr òlks tn offrass

bustncars laafs tdrnuednut tda jmiabybja.

snurba8 @oml & Bncpoly | Bustncar Jnyojty ml Patomj @olkmle, 07?0

Costarmle fmemtoj bdollajs8 irnc o smleja cncalt ni

trutd opprnobd tn o ejnòj bjmalt jmiabybja opprnobd

Nptmcmsaf bdollajs ojj nvar tda bustncar jmiabybjaMlbraosmle bjmalt klnwjafea

Dmed Jnw

Brnss-sajjmleMlbraosa stmbkmlass

JnyojtyFavajnp bjmalt mltmcoby

Pataltmnl@a tda coml òlk

@rolbd

Rnbmoj cafmo

Cn`mja

Ua`smta(mltarlat òlkmle)

OVC

Vo`jat

Rnurba8 Kurt Rojcnl stufy
http://www.kurtsalmon.com/CA/vertical-casestudies/Case-Studies%3Fvertical%3Dhealthcare%26language%3Den-us%23.UkBgy2jh6FMhttp://www.kurtsalmon.com/CA/vertical-casestudies/Case-Studies%3Fvertical%3Dhealthcare%26language%3Den-us%23.UkBgy2jh6FM


42/107

Ajacalts nitda nclmbdollajinr òlks

Du` olf spnkaJorea `rolbd ml dmed-tromb

brnssrnof surrnulfaf`y scojj, joreajy

outncotaf `rolbdas

KmnskMl ernbary stnra nr catrn

stotmnl, wmtd sto cacàrinr qumbk sarvmba

Ymfan tajjar cobdmlaYmfan bnllabtmnl

tn axtalfaf-dnurstajjars inr trolsobtmnls

nr prn`jac snjvmle

Cn`mja oppjmbotmnlsInr racnta fapnsmt boptura,ojarts rajotaf tn obbnults,

ojarts nl dncasinr soja, atb

Rcort OVCWoy `mjjs; ùy omrjmla tmbkats,

stocps, trolsmt systacpossas; nr ntdar tdmrf-porty

trolsobtmnls

Ymfan bnliaralbmleUmtd axpart spabmojmst

inr ofvmba olf bnlsujtotmnl

Vnubd-sbraal wojjVn `rnwsa olf eat turnrmojs

nl prnfubts

Brafmt baltarQlstoaf baltar bnllabtaf

vmo vmfan tn racnta nmbainr brafmt oppjmbotmnls

Rnurba8 @oml & Bncpoly
http://www.bain.com/http://www.bain.com/


43/107

6 Wmjjors inr trolsinrcmletn Nclmbdollaj `olkmle

Rnurba8 Bmsbn M@RE | Umllmle Rtrotaemas inr Nclmbdollaj @olkmle, Hula 07?0

Vda law`rolbd

Cn`mja Rnbmoj Ymfan
http://newsroom.cisco.com/press-release-content%3FarticleId%3D910154http://newsroom.cisco.com/press-release-content%3FarticleId%3D910154


44/107

Vda @rolbd Pacomls o Wraiarraf Bdollaj

inr Bncpjax Wrnfubts olf Ofvmsnry

Fmemtoj tabdlnjnemas wmjj obbajarota

`rolbd trolsinrcotmnl

Vda Njf @rolbd Ms Faof; Jnle Jmva tda Nclmbdollaj @rolbd

Vda faotd ni tda rolbd dos aal eraotjy axoeearotaf. Vda cnst ovmf ofnptars ni vmrtuoj bdol-

lajstabd-sovvy bnlsucarsora ojsn ocnle tda cnst iraqualt `rolbd vmsmtnr. Vda `rolbd bnl-

tmluas tn à tda praiarraf bdollaj inr parsnloj ottaltmnl olf ofvmba, mlbjufmle law sarvmbas.

Bustncars ora ojsn npal tn dovmle ofvmba fajmvaraf tn tdac vmrtuojjy ml tda `rolbd os jnle os

quojmty olf parsnlojmzotmnl fn lnt suar. Ymfan wmjj à ot tda baltar ni `rolbd trolsinrcotmnl.

6 pmjjors inr trolsinrcmle tn nclmbdollajòlkmle8 tda law `rolbd

Rnurba8 Bmsbn stufy, Umllmle

Rtrotaemas inr Nclm Bdollaj

@olkmle, 07?0

@rolbd

Vajapdnla

@olks Ua`smta

OVC/Kmnsk

@olks cn`mja opp/smta

Rnbmoj cafmo (a.e. Ioba`nnk)

?2% 6% 57% 1%

7% ?7% 07% 27% 67% 17% 97% 57% 47% =7% ?77%

04%

?6%

64%

?7%

?7%

?7%

12%

=%

9%

1%

07%

=%

6%

1%

1%

5%

1=%

57%

04%

9=%

59%

51%

2=%

57%

0%

2%

?%

?%

2%

2%

6%

4%

1%

4%

2%

??%

5%

5%

2%

?7%

?4% 0% 52% ?% 1% ?%

Rnurba8 Bmsbn M@RE | Umllmle Rtrotaemas inr Nclmbdollaj @olkmle, Hula 07?0

Pasaorbd/bncporaovomjo`ja prnfubts/sarvmbas

Woy inr sncatdmle

Vrofa o saburmty(a.e., uy/sajj o stnbk)

Vrolsiar iulfs àtwaalobbnults

N`toml suppnrt irncòlkmle raprasaltotmva

Pabamva/ravmawobbnult ojart

Coloea cy obbnult

Woy o `mjj

Oppjy inr o jnol

Bdabk obbnult òjolba

Vda parbaltoea ni QR

bustncars wdn praiar tn olk

nljmla hucpaf tn 90% ml 07??,

up irnc 29% ml 07?7

Rtufmas mlfmbota tdot 65%

ni QR òlkmle bustncars àjmava

tdot o òlk ms lnt aval jaemtmcota

uljass mt dos rolbdas, up irnc

6?% nljy o yaor oen
http://newsroom.cisco.com/press-release-content%3FarticleId%3D910154http://newsroom.cisco.com/press-release-content%3FarticleId%3D910154http://newsroom.cisco.com/press-release-content%3FarticleId%3D910154http://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://newsroom.cisco.com/press-release-content%3FarticleId%3D910154http://newsroom.cisco.com/press-release-content%3FarticleId%3D910154http://newsroom.cisco.com/press-release-content%3FarticleId%3D910154


45/107

Cn`mja Bopo`mjmtmas Bnl-

smfaraf Cnst Yojuo`ja

(Lnrtd Ocarmbo)

Rnurba8 Cnlmtmsa/Iutura Inulfotmnl/lYmsmnl @osa8 177 nljmla raspnlfalts par bnultry

wdn ora oeaf ?9+ olf nwl o scortpdnla, 07?2

Vda Wrncmsa ni

Acàffaf @olkmle

ml Bnlsucars Jmvas

Os Mltarlat obbass bnltmluas

tn mcprnva nvar cn`mja fa-

vmbas, cn`mja ms ropmfjy acare-

mle os o òlkmle bdollaj.

Wraiarraf iaoturas inr cn`mja

òlkmle mlbjufa raoj-tmca ax-

palsa trobkmle, cn`mja poy-

calts, olf jnbotmnl-òsaf

bnccarba.

Udot Bnlsucars wolt

irnc mlolbmoj mlstmtutmnlsM wnujf iaaj cnra bnlimfalt ml ùymle ennfs olf sarvmbas

tdrnued o cn`mja pdnla mi m bnuj fn sn tdrnued ol opp naraf

`y cy òlk. Ocnle scortpdnlas nwlars

Paspnlfalts bjaorjy dova o

praiaralba inr cn`mja òlk-mle, (dnwavar) mts mcpnrtolt

tn lnta tdot tday fn lnt wolt

mt tn rapjoba ntdar bdollajs.

... olf ora vary suppnrtmva ni

usmle cujtmpja sarvmbas ml ol

nclmbdollaj alvmrnlcalt.

6 pmjjors inr trolsinrcmletn nclmbdollaj òlkmle8 cn`mja

Paoj-tmca axpalsa trobkmle

olf cnlay coloeacalt

Pacnta bdabk fapnsmt `y tojkmle o pmbtura

Cn`mja pdnla obts os o poycalt cabdolmsc,

rapjobmle borfs / bosd

Rdnppmle nars òsaf nl jnbotmnl

Waar-tn-paar poycalts

@amle rabnelmzaf upnl altry mltn o olk rolbd

nr ratomj stnra inr cnra parsnlojmzaf sarvmbas

Bustncar suppnrt irnc cy òlk

usmle loturoj joleuoea quary

Lnla ni tda o`nva

Fn lnt klnw L3 ?,95?

7% ?7% 07% 27% 67%

00%

0?%

?4%

?6%

?6%

?7%

5%

24%

?7%

?77%

47%

97%

67%

07%

7%

Oeraa Oeraa strnlejy

Rnurba8 Bmsbn M@RE | Umllmle

Rtrotaemas inr Nclmbdollaj

@olkmle, Hula 07?0

Rnurba8 Bmsbn M@RE | Umllmle

Rtrotaemas inr Nclmbdollaj

@olkmle, Hula 07?0

Rpoml QK Earcoly
http://info.monitise.com/rs/clairmail/images/Future%2520Foundation%2520M-Commerce%2520-%2520What%2520Consumers%2520want%2520from%2520FIs%25200713.pdfhttp://info.monitise.com/rs/clairmail/images/Future%2520Foundation%2520M-Commerce%2520-%2520What%2520Consumers%2520want%2520from%2520FIs%25200713.pdfhttp://info.monitise.com/rs/clairmail/images/Future%2520Foundation%2520M-Commerce%2520-%2520What%2520Consumers%2520want%2520from%2520FIs%25200713.pdfhttp://info.monitise.com/rs/clairmail/images/Future%2520Foundation%2520M-Commerce%2520-%2520What%2520Consumers%2520want%2520from%2520FIs%25200713.pdfhttp://info.monitise.com/rs/clairmail/images/Future%2520Foundation%2520M-Commerce%2520-%2520What%2520Consumers%2520want%2520from%2520FIs%25200713.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://info.monitise.com/rs/clairmail/images/Future%2520Foundation%2520M-Commerce%2520-%2520What%2520Consumers%2520want%2520from%2520FIs%25200713.pdfhttp://info.monitise.com/rs/clairmail/images/Future%2520Foundation%2520M-Commerce%2520-%2520What%2520Consumers%2520want%2520from%2520FIs%25200713.pdf


46/107

Rnbmoj ms lnt olntdar bdollaj, mts o wdnja law

woy ni fnmle usmlass olf mts kay tn bustncar

axparmalba.

Bustncar axparmalbas ora o`nut tnubdpnmlts

olf tnubdpnmlts ora `y faimlmtmnl snbmoj. Euass

wdot ms o kay inbus ml 07?2> Mlfaaf, snbmoj. Lnt

os hust olntdar bdollaj ùt os o wdnja law

woy ni fnmle ùsmlass.

Eortlar prafmbts tdot `y 07?6, raiusmle tn bnc-

culmbota wmtd bustncars vmo snbmoj bdollajs

wmjj à os dorciuj tn tda rajotmnlsdmp os melnr-

mle tdamr acomjs nr pdnla bojjs ms tnfoy.

Nur fmsbussmnls wmtd sarvmba prnvmfars olf

alf usars mlfmbota tdot BPC sarvmbas ora sdmit-

mle irnc o inbus nl pnmlt snjutmnl fapjnycalt

baltaraf nl oppjmbotmnl sumtas, tn o bustncar

axparmalba tdot `rmles tneatdar bustncar ml-

inrcotmnl, olojytmbs, wnrkijnws, cn mjmty olf sn-

bmoj BPC fmsbmpjmlas mltn o rmbdar, cujtmbdollaj

obbass tn boptura tda altmra bustncar hnurlay.

Rnurba8 Eortlar | Olojyst, Af Vdncpsnl

Vda Wntaltmoj Ms Dara Udal Umjj @olks

@a Paofy>

Rnbmoj olkmle ms stmjj joeemle, os ol nvarwdajc-

mle lucàr ni bustncars ora rajubtolt tn cmx

òlkmle wmtd snbmoj obtmvmtmas. O kay raosnl

inr tdamr rajubtolba ms bnlbarl o`nut prmvoby

olf jobk ni bnltrnj nvar parsnloj mlinrcotmnl.

Udal mt bncas tn enmle snbmoj, nla saecalt

stolfs nutynulear, tabd-sovvy bustncars,

aspabmojjy tdnsa ml acaremle bnultrmas wdn

talf tn à fmssotmsimaf wmtd tdamr òlk.

Rnurba8 Bmsbn M@RE | Umllmle Rtrotaemas inr Nclmbdollaj @olkmle,

Hula 07?0

6 pmjjors inr trolsinrcmle tnnclmbdollaj òlkmle8 snbmoj
http://www.gartner.com/AnalystBiography%3FauthorId%3D7089http://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.gartner.com/AnalystBiography%3FauthorId%3D7089


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09 parbalt somf tdot vmfan bnliaralbmle wmtd

o racnta axpart wnujf aldolba tdamr axpa-

rmalba wdal tda axpartmsa wos lnt ovomjo`ja

ml tda `rolbd. Vdms cokas vmfan o kay iaotura

olf axparmalba aldolbar inr ulcollaf olk-

mle kmnsks, oitar-dnurs cujtmpurpnsa OVCs, olf

laxt-ealarotmnl vmrtuoj òlkmle fajmvaraf tn

dncas olf Nmbas. Mltarastmlejy, tdnsa cnst

mltarastaf ml vmfan os o òlkmle bdollaj talf

tn a EalT bustncars wdn ora ojsn ml tda aor-

jy-cohnrmty ernup wdal mt bncas tn tabdlnj-

ney ofnptmnl. Vdms sdnws tdot vmfan ms raofy

inr coss ofnptmnl o`nva olf aynlf ynulear,

tabd-sovvy bnlsucars.

Raamle ms @ajmavmle

Ml òlkmle, vmfan ms o kay alo`jar ni ùmjfmle

trust ml smtuotmnls wdara ducols ora lnt pdysm-

bojjy ovomjo`ja.

Ymfan ms o kay iaotura olf axparmalba aldolb-

ar inr ulcollaf òlkmle kmnsks, oitardnurs

cujtmpurpnsa OVCs, olf laxt-ealarotmnl vmr-

tuoj òlkmle fajmvaraf tn dncas olf nmbas.

6 pmjjors inr trolsinrcmle tnnclmbdollaj òlkmle8 vmfan

Ymfan ofnptmnl ml bnlsucars parsnloj jmvas

nr ot wnrk mslt jmcmtaf tn ynulear, tabd-sovvy

bnlsucars. Bmsbn M@REs stufy mlfmbotas tdot

Eal T olf aorjy-cohnrmty tabdlnjney ofnptars

ora lnw snjmf àjmavars ml tda rnja ni vmfan.

Rnurba8 Bmsbn M@RE | Umllmle Rtrotaemas inr Nclmbdollaj @olkmle,

Hula 07?0
http://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdfhttp://www.cisco.com/web/about/ac79/docs/Cisco-IBSG-Omnichannel-Study.pdf


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Ejn`ojRlopsdntsO qumbk jnnk ot snca axocpjas

ni nclmbdollajs ml tda mlolbmoj

sarvmbas mlfustry olf ntdar

jaofmle ratomj usmlassas olf sncalnto`ja prnvmfars ni nclmbdollaj

tabdlnjney snjutmnls.

AxparmalbaFasmel


49/107

@OLKR / IR j PAVOMJAPR j WPNYMFAPR

BNCCNLUAOJVD @OLK

Wm ms ol npal pjotinrc favajnpaf `y Bnccnl-

waojtd @olk fasmelaf tn nptmcmsa ùsmlass poy-

calt prnbassas olf alrmbd bustncar axparmalba.

Rnurbas8 www.bnccòlk.bnc.ou/ùsmlass/pm.dtcj

www.òlktabd.bnc/poycalts-borfs/bnccnlwaojtd-òlk-omcs-tn-ravn-

jutmnlmza/067772460

Raa tda vmfan8dttp8//www.ynutuà.bnc/wotbd>v3noUDej6=46A
https://www.commbank.com.au/business/pi.html%0Dhttp://www.banktech.com/payments-cards/commonwealth-bank-aims-to-revolutionize/240003842http://www.banktech.com/payments-cards/commonwealth-bank-aims-to-revolutionize/240003842http://www.youtube.com/watch%3Fv%3DoaWHgl4984Ehttp://www.youtube.com/watch%3Fv%3DoaWHgl4984Ehttp://www.youtube.com/watch%3Fv%3DoaWHgl4984Ehttp://www.banktech.com/payments-cards/commonwealth-bank-aims-to-revolutionize/240003842http://www.banktech.com/payments-cards/commonwealth-bank-aims-to-revolutionize/240003842https://www.commbank.com.au/business/pi.html%0D


50/107


IMFNP @OLK

Ms `umjt ornulf wa` 0.7 olf snbmoj cafmo, ojjnwmle

bustncars tn axparmalba tdamr mlolbas os o ratomj

snbmoj axparmalba.

Raa tda vmfan8dttp8//www.ynutu`a.bnc/wotbd>v3@r2=kKoBKxO#ot360
http://www.youtube.com/watch%3Fv%3DBr39kKaCKxA%23at%3D42http://www.youtube.com/watch%3Fv%3DBr39kKaCKxA%23at%3D42http://www.youtube.com/watch%3Fv%3DBr39kKaCKxA%23at%3D42


51/107


OJMNP @OLK

Qlvamjaf Ojmnr Rylb, Wnjolfs mrst fmemtoj `olk, pmt-

bdmle mt os o law typa ni mlolbmoj sarvmbas mrc,

ovomjo`ja olytmca, olywdara, inr o ynule, fmemtojjy

sovvy bustncar `osa.

Rnurba8Imlaxtro M Ymrtuoj `rolbdas olf Ioba`nnk poy-

calts8 Wnjolf eats law fmemtoj olk, Hula 07?0


52/107


C@OLK

Ms o òlkmle spml-n ni @PA @olk, rafasmelaf irnc

sbrotbd osaf upnl inur kay talats8 raoj-tmca cor-

katmle, parsnloj Imlolbmoj coloeacalt, Cn`mja

òlkmle olf Rnbmoj cafmo. Umllar ni Imlnvota Au-

rnpa @ast ml Rdnw 07?2 oworf wmtd Amealba inr

tdamr ioba`nnk olf snbmoj pjotinrc.

Rnurba8Vabdbrulbd M còlk olf tda iutu-

ra ni raspnlsmva òlkmle, Hujy 07?2
http://techcrunch.com/2013/07/20/mbank-and-the-future-of-responsive-banking/http://techcrunch.com/2013/07/20/mbank-and-the-future-of-responsive-banking/http://techcrunch.com/2013/07/20/mbank-and-the-future-of-responsive-banking/http://techcrunch.com/2013/07/20/mbank-and-the-future-of-responsive-banking/http://techcrunch.com/2013/07/20/mbank-and-the-future-of-responsive-banking/


53/107


CORVAPBOPF OLF YMRO

Hust jmka OcAx cac`ars, Costarborf olf Ymso bor-

fdnjfars bol sylb tdamr obbnults wmtd Inursquora

tn aorl fmsbnults ot laor`y rastourolts olf ratomj

stnras.

Rnurba8Iostbncpoly M Inursquora sylbs costar-

borf vmso carbdolt spabmojs, Ia`ruory 07?2
http://www.fastcompany.com/3006257/foursquare-syncs-mastercard-visa-merchant-specialshttp://www.fastcompany.com/3006257/foursquare-syncs-mastercard-visa-merchant-specialshttp://www.fastcompany.com/3006257/foursquare-syncs-mastercard-visa-merchant-specialshttp://www.fastcompany.com/3006257/foursquare-syncs-mastercard-visa-merchant-specials


54/107


BPAF

Ot tda daort ni Cnval ms BPAF, o brafm`mjmty sbn-

ra tdot mlbnrpnrotas tda snbmoj spdara tn mlolbmoj

sbnrmle8 mts lnt o`nut ynur brafmt, mts o`nut ynur

brafm`mjmty.

Ymcan M Braf Rbnra irnc Cnval`olk, 07?0


55/107


KMUM@OLK

Kmwm`olks Ofoptmva Axparmalba Wrmnrmtmzas Favmba-

Rpabmmb Vosks.

Nl o WB, tda smta inbusas nl prnfubts olf Mltarlat

`olkmle. Nl o cn`mja dolfsat, mt prmnrmtmzas cn`mja-

rajavolt tosks olf bnltalt.

Rnurba8Inrrastar M Fmemtoj Bustncar Axparmal-

ba Vralfs Vn Uotbd, Holuory 07?2
http://www.forrester.com/Digital%2BCustomer%2BExperience%2BTrends%2BTo%2BWatch%2B2013/fulltext/-/E-RES85982http://www.forrester.com/Digital%2BCustomer%2BExperience%2BTrends%2BTo%2BWatch%2B2013/fulltext/-/E-RES85982http://www.forrester.com/Digital%2BCustomer%2BExperience%2BTrends%2BTo%2BWatch%2B2013/fulltext/-/E-RES85982http://www.forrester.com/Digital%2BCustomer%2BExperience%2BTrends%2BTo%2BWatch%2B2013/fulltext/-/E-RES85982


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BMVM@OLK

Mcpjacaltaf WnjyYmstos Bjnuf Rnjutmnl tn fmsbnvar

wdot frmvas olf wdot mcpobts laeotmvajy bustncar

axparmalba furmle o jnol oppjmbotmnl prnbass.

Rnurba8@usmlasswmra M Bmtm`olk Dorlassas WnjyYmsto Fmsbnvary Bo-

po`mjmtmas tn Mcprnva tda Bustncar Axparmalba, Ia`ruory 07?2.
http://www.businesswire.com/news/home/20130226005032/en/Citibank-Harnesses-PolyVista%E2%80%99s-Discovery-Capabilities-Improve-Customerhttp://www.businesswire.com/news/home/20130226005032/en/Citibank-Harnesses-PolyVista%E2%80%99s-Discovery-Capabilities-Improve-Customerhttp://www.businesswire.com/news/home/20130226005032/en/Citibank-Harnesses-PolyVista%E2%80%99s-Discovery-Capabilities-Improve-Customerhttp://www.businesswire.com/news/home/20130226005032/en/Citibank-Harnesses-PolyVista%E2%80%99s-Discovery-Capabilities-Improve-Customer


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@LW WOPM@OR

@lp Worm`os cmcmbks tda ratomj axparmalba nla

cmedt saa ml ol nljmla suparcorkat offmle mbnls

tdot falnta vormnus mlolbmoj prnfubt botaenrmas,

prnvmfmle iocmjmormty tn tda sojas prnbass.

Rnurba8Copo Pasaorbd

www.coporasaorbd.bnc/`rnbduras/CopoPasaorbd-

FmemtojRojasPapnrt-@rnbdura-Opr?2.pfi
http://www.maparesearch.com/brochures/MapaResearch-DigitalSalesReport-Brochure-Apr13.pdf%0Dhttp://www.maparesearch.com/brochures/MapaResearch-DigitalSalesReport-Brochure-Apr13.pdf%0Dhttp://www.maparesearch.com/brochures/MapaResearch-DigitalSalesReport-Brochure-Apr13.pdf%0Dhttp://www.maparesearch.com/brochures/MapaResearch-DigitalSalesReport-Brochure-Apr13.pdf%0D


58/107


LOVUARV

Lotwast opprnobdas tda mfaoj prnpnsmtmnl ml prn-

vmfmle fmrabt obbass tn bustncar suppnrt os usars

jnnk tn `a jaovmle tda sojas hnurlay. Os o pntaltmoj

bustncar ottacpts tn bjmbk nut ni ol oppjmbotmnl,

pnssm`jy ml irustrotmnl, tda wa` smta prnvmfas o bjmb-

ko`ja jmlk inr fmrabt bnltobt wmtd ol ofvmsnr tn dajp

bncpjata tda hnurlay.

Rnurba8Copo Pasaorbd www.coporasaorbd.bnc/`rnbdu-

ras/CopoPasaorbd-FmemtojRojasPapnrt-@rnbdura-Opr?2.pfi
http://www.maparesearch.com/brochures/MapaResearch-DigitalSalesReport-Brochure-Apr13.pdfhttp://www.maparesearch.com/brochures/MapaResearch-DigitalSalesReport-Brochure-Apr13.pdfhttp://www.maparesearch.com/brochures/MapaResearch-DigitalSalesReport-Brochure-Apr13.pdfhttp://www.maparesearch.com/brochures/MapaResearch-DigitalSalesReport-Brochure-Apr13.pdf


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VARBN

Vasbn jaofs tda woy ml offrassmle cn`mja ernbary

`uyars wmtd o rolea ni opps olf sarvmbas tdot ojjnw

bustncars tn sdnp nl tda en olf dova tda mtacs

fajmvaraf ot tda fnnr jotar nr o EWR-alo`jaf opp

tdot tajjs bustncars wdara ml o stnra o bartoml prn-

fubt ms.

Raa tda vmfan8dttp8//www.ynutu`a.bnc/wotbd>v3HbeieN2Yzcw
http://www.youtube.com/watch%3Fv%3DJcgfgO3Vzmwhttp://www.youtube.com/watch%3Fv%3DJcgfgO3Vzmwhttp://www.youtube.com/watch%3Fv%3DJcgfgO3Vzmw


60/107


OCOXNL OLF UOJCOPV

Bncpolmas subd os Ocoznl olf Uojcort prnvmfa

usars wmtd tacpnrory jnbkars tn rabamva fajmvary ni

pobkoeas. @osmbojjy, ynu bol en nljmla, nrfar ojj ni

tda tdmles tdot ynu wolt, olf ynur mtacs wmjj sdnw

up ml tdms jnbkar rotdar tdol ynur fnnrstap. Mts o

bnlvalmalba tdmle inr sura, olf tda raosnl wdy

Enneja nuedt ] Bnc`mlotnr bncpoly @uar`nx

olf tda raosnl wdy o bncpoly jmka Rwop`nx bol

acarea.

Rnurba8 Vabdbrulbd M Uojcort injjnws ocoznls jaof storts

tastmle jnbkar fajmvary ml ratomj stnras, Corbd 07?2
http://techcrunch.com/2013/03/26/walmart-follows-amazons-lead-starts-testing-locker-delivery-in-retail-stores/http://techcrunch.com/2013/03/26/walmart-follows-amazons-lead-starts-testing-locker-delivery-in-retail-stores/http://techcrunch.com/2013/03/26/walmart-follows-amazons-lead-starts-testing-locker-delivery-in-retail-stores/http://techcrunch.com/2013/03/26/walmart-follows-amazons-lead-starts-testing-locker-delivery-in-retail-stores/


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DNMLVAP

Ms o iujjy outncotaf stnra rul nl snitwora ojen-

rmtdcs olf cobdmlary tdot bjnsas tda eop àtwaal

nljmla olf `rmbk olf cnrtor corrymle fmemtojs mls-

tolt erotmmbotmnl wmtd ml-stnra àlamts.

Rnurba8Wsk M Dnw tn bjnsa tda eop atwaal nl-

jmla olf `rmbk olf cnrtor, Coy 07?2

Raa tda vmfans8dttp8//www.ynutuà.bnc/wotbd>v30XhUwjzP]@C

dttp8//www.ynutuà.bnc/wotbd>v3r-=t]lTltr_
http://www.psfk.com/2013/05/hointer-physical-retail-store.htmlhttp://www.psfk.com/2013/05/hointer-physical-retail-store.htmlhttp://%20http//www.youtube.com/watch%3Fv%3D2ZjWwlzRYBMhttp://%20http//www.youtube.com/watch%3Fv%3D2ZjWwlzRYBMhttp://www.youtube.com/watch%3Fv%3Dr-9tYnXntrQhttp://www.youtube.com/watch%3Fv%3Dr-9tYnXntrQhttp://%20http//www.youtube.com/watch%3Fv%3D2ZjWwlzRYBMhttp://www.psfk.com/2013/05/hointer-physical-retail-store.htmlhttp://www.psfk.com/2013/05/hointer-physical-retail-store.html


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COB]R

Ms axpolfmle tdamr bopobmty tn iujmjj nljmla nrfars

irnc stnras os port ni mts nclmbdollaj pusd, as-

saltmojjy turlmle tdamr dulfrafs ni ratomj jnbotmnls

mltn jnboj fmstrm`utmnls baltars.

Rnurba8 Inr`as M Cobys, ntdars turl stnras mltn nl-

jmla iujmjjcalt baltars, Holuory 07??
http://www.forbes.com/companies/macys/http://www.forbes.com/companies/macys/http://www.forbes.com/companies/macys/http://www.forbes.com/companies/macys/


63/107


@POQL

@rouls wa`smta ms fasmelaf tn fmsrupt tda sdnppar

axparmalba frnppmle bnltaxt os sdnppars cnva

àtwaal tnubdpnmlts8 tda wdara tn ùy iulbtmnl

fmrabts sdnppars tn ratomjar wa`smtas; dnwavar ojj

bnltaxt o`nut tda prnfubts tdot tda sdnppar wos

rasaorbdmle ms jnst ml tda trolsmtmnl.

Rnurba8 Inrrastar M Coloemle Vda Brnss-Vnubd-

pnmlt Bustncar Hnurlay, Fabacàr 07?0
http://www.forrester.com/Managing%2BThe%2BCrossTouchpoint%2BCustomer%2BJourney/fulltext/-/E-RES86761http://www.forrester.com/Managing%2BThe%2BCrossTouchpoint%2BCustomer%2BJourney/fulltext/-/E-RES86761http://www.forrester.com/Managing%2BThe%2BCrossTouchpoint%2BCustomer%2BJourney/fulltext/-/E-RES86761http://www.forrester.com/Managing%2BThe%2BCrossTouchpoint%2BCustomer%2BJourney/fulltext/-/E-RES86761


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@QP@APP]

Ms o vary ennf mjjustrotmnl ni nljmla-njmla bnnrfm-

lotmnl8 97% ni mts bustncars sdnppaf nljmla olf

tdal pmbkaf up tdamr prnfubts irnc tda stnra. @ur-

`arrys law joesdmp stnra nl Paealt Rtraat ms bu-

rraltjy tda ast axocpja ni trujy nclm-bdollaj mls-

tnra opprnobd.

Rnurba8 Ua`brafm`ja, Nclmbdollaj Papnrt, 07?0
http://www.webcredible.co.uk/user-friendly-resources/white-papers/omni-channel-report-2012.pdfhttp://www.webcredible.co.uk/user-friendly-resources/white-papers/omni-channel-report-2012.pdf


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66/107


JNFN RNIVUOPA

Wrnvmfas o iujj rolea ni mltaerotaf mlolbmoj sarvmbas

usmle o pnwariuj, prafmbtmva olojytmbs alemla tn fa-

jmvar o parsnlojmzaf bustncar axparmalba olytmca,

olywdara, nl oly favmba.

Rnurba8Imlnvota M Jnfn snitwora joulbdas f2 `olkmle tn dajp

`olks fajmvar o parsnlojmsaf bustncar axparmalba, Coy 07?2
http://finovate.com/2013/05/lodo-software-launches-d3-banking-to-help-banks-deliver-a-personalized-customer-experience.htmlhttp://finovate.com/2013/05/lodo-software-launches-d3-banking-to-help-banks-deliver-a-personalized-customer-experience.htmlhttp://finovate.com/2013/05/lodo-software-launches-d3-banking-to-help-banks-deliver-a-personalized-customer-experience.htmlhttp://finovate.com/2013/05/lodo-software-launches-d3-banking-to-help-banks-deliver-a-personalized-customer-experience.html


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ROW

Bncpjatas Obqumsmtmnl ni dy`rms tn Dajp @usmlassas

Fajmvar Raocjass Bnccarba Axparmalba tn Bustn-

cars dy`rms Bnccarba Rumta ms ol npal, axtalsm-

`ja nclm-bdollaj pjotinrc, wmtd stota-ni-tda-ort prn-

fubt bnltalt coloeacalt olf ulmmaf bnccarba

prnbassas fasmelaf tn emva o usmlass o smleja vmaw

ni mts bustncars, prnfubts olf nrfars, olf mts bus-

tncars o smleja vmaw ni tda ùsmlass.

Rnurbas8Inràs M Rcnntdmle tda kmlks ml ynur nclmbdollaj strotaey, Ou-

eust 07?2

www.laws-sop.bnc/sop-bncpjatas-obqumsmtmnl-ni-dy`rms-tn-dajp-ù-

smlassas-fajmvar-saocjass-bnccarba-axparmalba-tn-bustncars/
http://www.forbes.com/sites/sap/2013/08/06/smoothing-the-kinks-in-your-omnichannel-strategy/http://www.forbes.com/sites/sap/2013/08/06/smoothing-the-kinks-in-your-omnichannel-strategy/http://www.news-sap.com/sap-completes-acquisition-of-hybris-to-help-businesses-deliver-seamless-commerce-experience-to-customers/http://www.news-sap.com/sap-completes-acquisition-of-hybris-to-help-businesses-deliver-seamless-commerce-experience-to-customers/http://www.news-sap.com/sap-completes-acquisition-of-hybris-to-help-businesses-deliver-seamless-commerce-experience-to-customers/http://www.news-sap.com/sap-completes-acquisition-of-hybris-to-help-businesses-deliver-seamless-commerce-experience-to-customers/http://www.forbes.com/sites/sap/2013/08/06/smoothing-the-kinks-in-your-omnichannel-strategy/http://www.forbes.com/sites/sap/2013/08/06/smoothing-the-kinks-in-your-omnichannel-strategy/


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MFMLVAPOBV

MFMltarobt Facolf Axbdolea pjotinrc javaroeas

@me Foto olojytmbs tn pjubk facolf smelojs irnc

o sao ni snbmoj, cn`mja olf bustncar rajotmnlsdmp

coloeacalt (BPC) foto snurbas olf fajmvar raoj-

tmca, bnltaxt-owora mlsmedts inr toreataf bustncar

aleoeacalt.

Rnurba8www.altarprmsaoppstnfoy.bnc/brc/fmltarobt-joulbdas-facolf-

axbdolea-bjnuf.dtcj

Bcswmra M Bustncar Axparmalba mfmltarobt braotas parsnlos òsaf nl

cujtmbdollaj `me foto inr toreataf fmemtoj corkatmle, Fabacàr 07?0

Raa tda vmfan8dttp8//www.ynutuà.bnc/wotbd>v3lYzHq-UTE_
http://www.enterpriseappstoday.com/crm/dinteract-launches-demand-exchange-cloud.htmlhttp://www.enterpriseappstoday.com/crm/dinteract-launches-demand-exchange-cloud.htmlhttp://www.cmswire.com/cms/customer-experience/idinteract-creates-personas-based-on-multichannel-big-data-for-targeted-digital-marketing-018708.phphttp://www.cmswire.com/cms/customer-experience/idinteract-creates-personas-based-on-multichannel-big-data-for-targeted-digital-marketing-018708.phphttp://www.youtube.com/watch%3Fv%3DnVzJq-W-XGQhttp://www.youtube.com/watch%3Fv%3DnVzJq-W-XGQhttp://www.youtube.com/watch%3Fv%3DnVzJq-W-XGQhttp://www.cmswire.com/cms/customer-experience/idinteract-creates-personas-based-on-multichannel-big-data-for-targeted-digital-marketing-018708.phphttp://www.cmswire.com/cms/customer-experience/idinteract-creates-personas-based-on-multichannel-big-data-for-targeted-digital-marketing-018708.phphttp://www.enterpriseappstoday.com/crm/dinteract-launches-demand-exchange-cloud.htmlhttp://www.enterpriseappstoday.com/crm/dinteract-launches-demand-exchange-cloud.html


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RQLFO]RK]

Alo`jas nreolmzotmnls tn fylocmbojjy ac`af bus-

tncar-spabmmb parsnloj foto olf fatomjs mltn o vm-

fan rajotaf tn o prnfubt nr sarvmba, olf tdal fajm-

var tda bustnc dnw-tn vmfan inr tdot spabmmb bjmalt.

Rnurbas8@rolfbdollaj M RulfoyRkys RcortYmfan Vrols-

inrcs Bnlsucar Foto mltn Fmeastm`ja Ymfans, Hula 07?2

www.eortlar.bnc/fnbucalt/06049?9

www.inr`as.bnc/smtas/patarbndol/07?0/?7/?1/sulfoysky-

scort-vmfans-`nnst-bustncar-sarvmba-prnfubtmvmty/
http://www.brandchannel.com/home/post/2013/06/12/SundaySky-SmartVideo-061213.aspxhttp://www.brandchannel.com/home/post/2013/06/12/SundaySky-SmartVideo-061213.aspxhttp://www.gartner.com/DisplayDocument%3Fid%3D2428616%26ref%3DclientFriendlyUrlhttp://www.forbes.com/sites/petercohan/2012/10/15/sundaysky-smart-videos-boost-customer-service-productivity/http://www.forbes.com/sites/petercohan/2012/10/15/sundaysky-smart-videos-boost-customer-service-productivity/http://www.forbes.com/sites/petercohan/2012/10/15/sundaysky-smart-videos-boost-customer-service-productivity/http://www.forbes.com/sites/petercohan/2012/10/15/sundaysky-smart-videos-boost-customer-service-productivity/http://www.gartner.com/DisplayDocument%3Fid%3D2428616%26ref%3DclientFriendlyUrlhttp://www.brandchannel.com/home/post/2013/06/12/SundaySky-SmartVideo-061213.aspxhttp://www.brandchannel.com/home/post/2013/06/12/SundaySky-SmartVideo-061213.aspx


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UOJKCA

Ms ol mltarobtmva nljmla eumfolba systac, alo`jmle

nreolmzotmnls tn nvarjoy nl-sbraal Uojk-Vdrus,

nltn tdamr smtas olf opps. UojkCa albnuroeas alf-

usar saji-sarvmba dajpmle usar bncpjata bncpjax

tosks olf cokmle oly nljmla prnbass mltumtmva.

Rnurbas8www.eortlar.bnc/fnbucalt/06049?9

`atolaws.bnc/lawswmra/07?0/?7/09/wojkca-wnrjfs-mrst-mltarobtmva-

wa`smta-eumfolba-systac-ollnulbas-11-cmjjmnl-iulfmle-rnulf-irnc-ea-

cmlm-msroaj-valturas-colernva-bopmtoj-portlars-olf-emzo-valtura-bopmtoj/
http://www.gartner.com/document/2428616%0Dhttp://betanews.com/newswire/2012/10/26/walkme-worlds-first-interactive-website-guidance-system-announces-5-5-million-funding-round-from-gemini-israel-ventures-mangrove-capital-partners-and-giza-venture-capital/http://betanews.com/newswire/2012/10/26/walkme-worlds-first-interactive-website-guidance-system-announces-5-5-million-funding-round-from-gemini-israel-ventures-mangrove-capital-partners-and-giza-venture-capital/http://betanews.com/newswire/2012/10/26/walkme-worlds-first-interactive-website-guidance-system-announces-5-5-million-funding-round-from-gemini-israel-ventures-mangrove-capital-partners-and-giza-venture-capital/http://betanews.com/newswire/2012/10/26/walkme-worlds-first-interactive-website-guidance-system-announces-5-5-million-funding-round-from-gemini-israel-ventures-mangrove-capital-partners-and-giza-venture-capital/http://betanews.com/newswire/2012/10/26/walkme-worlds-first-interactive-website-guidance-system-announces-5-5-million-funding-round-from-gemini-israel-ventures-mangrove-capital-partners-and-giza-venture-capital/http://betanews.com/newswire/2012/10/26/walkme-worlds-first-interactive-website-guidance-system-announces-5-5-million-funding-round-from-gemini-israel-ventures-mangrove-capital-partners-and-giza-venture-capital/http://www.gartner.com/document/2428616%0D


71/107

@@YO& tdaNclmbdollajUa ora jmvmle ml tda

bnlsucars aro. Umtd mltarlat

olf tda law pnssm`mjmtmas

tabdlnjney prnvmfas,

bustncars dova cnra pnwar

tdol avar (acpnwaraf

bnlsucar). Vda nljy snurba

ni sustomlo`ja bncpatmtmva

ofvoltoea bncas irnc

dovmle o strotaey osaf

nl tda n`sassmnl inr

ulfarstolfmle, fajmedtmle,

bnllabtmle olf sarvmle

bustncars.

tda @@YOaxparmalba

EJN@OJRLOWRDNVR


72/107


73/107

Ml òlkmle tdara ms ln fnu`t tdot nclmbdol-

laj ms tda woy tn en. Vda kay ms tn à o`ja tn

ortmbujota tdms prnbass olf tn ealarota o strota-

ey tdot rasujts ml o fmaraltmotaf nclmbdollaj

axparmalba inr bustncars, mlbraosmle tdamr sot-

msiobtmnl, rabnccalfotmnl olf aleoeacalt.

@@YO ms o pmnlaar ml dovmle ol nclmbdollaj

vmsmnl olf strotaey. O strotaey òsaf nl tda

injjnwmle pmjjors8

@osaf nl o bustncar-baltrmb vmsmnl, tdms strot-

aey wmjj a mcpjacaltaf wmtd o bjaor cassoea8

@@YO @olkmle Olywdara (@@YO fnlfa asts),

wdmbd ms tda coml cassoea ni tda mrst ejnòj

bocpomel inr o olk ml tda nclmbdollaj majf.

@@YO wolts tn nar mts bustncars tda ast woy

tn obbass mts prnfubts olf mlolbmoj sarvmbas,

ml o iost olf aosy woy, wdaravar tday ora olf

wmtd tdamr bdollaj ni praiaralba. @@YO wolts

tn coka sura mts bjmalts klnw tdot tdasa sar-

vmbas ora ovomjo`ja olf tdot tday ulfarstolf

tdamr àlamts tday bol bdnnsa dnw tday

wolt tn bnllabt wmtd us. Vdms ms tda trolsinr-

cotmnl potd fasmelaf `y @@YO tn coka tda

nclmbdollaj vmsmnl doppal.

@abnca raojnclmbdollaj,

mlbraosmle sojas olftrolsobtmnls ml

lnl-`rolbd bdollajs

Pomsa fmemtojbdollajs palatrotmnlml nur bjmalt òsa olf

àbnca jaofarsvs. bncpatmtnrs

@abnca tda òlk àstvojuaf ml Bustncar

Axparmalba ml ojjeaneropdmas, saecalts

olf bdollajs (MPaLa)


74/107

Mllnvotmnl

Inrabost

Vda hnurlay tnworfs bustncar

baltrmbmty ms raojjy hust

`aemllmle. Vdnued wa ora

bnltmlunusjy jaorlmle os wa

try tn meura tdms nut; dara ms nur

sdormle, sn ior, nl tda bustncar

axparmalba irocawnrk, tda

fasmel, olf kays inr survmvoj ml

tdms law wnrjf.


75/107

Rnurba8 Mlinsys | Imlsmedts, Holuory 07?2

O lawirocawnrkCujtmfmcalsmnloj bnltaxt,

Cujtm-favmba usoea ln

bnlstolt alvmrnlcalt.

Dnjmstmb opprnobd.

Rystacs tdmlkmle

Vda njfirocawnrkNla alvmrnlcalt wdmja

parinrcmle o tosk.

Raeraeotaf opprnobd.

Jmlaor tdmlkmle8

Warsnlos (usar prnimja)

Bnltaxtuoj mlqumry NLA bnltaxt

Rmleja bdollaj avojuotmnl

Rmtacops, wmrairocas

Lovmeotmnl fasmel

Fasmel bnlsmstalby

Ambmalt tosk fasmel

Wjotinrc & rasnjutmnlnptmcmzaf fasmels

Warsnlos + foy ml tda jmia +usar hnurlay

Cujtm-fmcalsmnloj Qsoea sbalormns

Brnss-bdollaj axparmalba olojysas

Axparmalba cops, systacs cnfajs

Lovmeotmnl fasmel +brnss bdollajs bnllabtmnls

Fasmel bnlsmstalby +brnss bdollaj bnltmlumty

Brnss bdollaj tosk `raokfnwl

Wjotinrc & rasnjutmnl nptmcmzaf +bdollaj olf favmba fasmels
http://www.infosys.com/pages/index.aspxhttp://www.infosys.com/pages/index.aspx


76/107

Kay Vokaowoys8inr tdrmvmle ml tda

law porofmecO iaw tmps tn dajp ynu tdrmva ml tdmslaw porofmec8

inr

fasmelmle BTO iaw tmps tn racac`ar wdalfasmelmle BT8


77/107

@nnks &pu jmbotmnls

Ml faptdO jmst ni jmlks tn ntdar usaiuj tnnjs olf rasnurbas tdot ynu

coy imlf usaiuj os o suppjacalt tn tda mlinrcotmnl naraf

nl tda Axparmalba Fasmel rapnrt.

Nl tda

wa`


78/107

@nnks & pu`jmbotmnls

Obbaltura | @olkmle nl Fmemtoj. @umjfmle Vrust olf Mllnvotmnl ml Imlolbmoj Rarvmbas, 07?2.

Obbaltura | Vda PA-òlkmle Pavnjutmnl. Mllnvotmva Wrobtmbas irnc Lnl-òlkmle Bncpolmas tdot @olks Bol Qsa tn Mcprnva

Bustncar Aleoeacalt, 07?2.

@oml & Bncpoly | Bustncar Jnyojty ml Patomj @olkmle, 07?0.

BopEacmlm | Vda Iutura ni @olk @rolbdas. Bnnrfmlotmle Wdysmboj wmtd Fmemtoj, 07?2.Bajalt | Vnp Vralfs ml Patomj @olkmle 07?2, 07?0.

Bmsbn M@RE | Umllmle Rtrotaemas inr Imlolbmoj Rarvmbas Wjoyars ml tda Oea ni Cn`mja olf Rnbmoj Woycalts, Ia`ruory 07?2.

Bmsbn M@RE | Umllmle Rtrotaemas inr Nclmbdollaj @olkmle,07?0.

AICO/Kurt Rojcnl | Wdyemtoj olf Ntdar Fmemtoj Bdojjaleas inr Patomj @olks, 07?2.

AICO/Wappars&Pnears Ernup | Bustncar Axparmalba ml Patomj @olkmle, 07?7.

Inrrastar Pasaorbd | Ossass tda Mcpobt ni Vnubdpnmlts Ojnle tda Bnlsucar Wotd-tn-Wurbdosa, Oprmj 07?2.

Inrrastar Pasaorbd | Dnw Bdmai Bustncar Nmbars Nrbdastrota Axparmalbas, 07?2.

Inrrastar Pasaorbd | Dnw tn Aleoea ]nur Nclmbdollaj Bnlsucar. @rolf Aleoeacalt tda Bnlsucar Uoy, 07?2.

Inrrastar Pasaorbd | Vda Pmsa ni tda Bdmai Bustncar Nmbar, Holuory 07??.

Eortlar | Oealfo Nvarvmaw inr @olkmle olf Mlvastcalt Rarvmbas, Holuory 07?2.

Eortlar | Af Vdncpsnl, olojyst.

Eortlar | Eortlar Roys Bustncar Axparmalba Altars Vnp ?7 BMN Wrmnrmtmas inr 07?0, Oprmj 07?0.

Eortlar | Nljmla @olkmle os o Fmsbrata Bdollaj Ms N`snjata, 07?2.

Eortlar | Vda Laxus ni Inrbas8 Rnbmoj, Cn`mja, Bjnuf, olf Mlinrcotmnl, Hula 07?0.

Enneja | Vda Bustncar Hnurlay tn Nljmla Wurbdosa, 07?2.

Enneja | Vda Law Cujtm-sbraal Unrjf8 Qlfarstolfmle Brnss-pjotinrc Bnlsucar @adovmnr, Oueust 07?0.

Enneja | Vda Pnja ni Raorbd ml Brafmt Borf Rdnpmle, 07?7.

Enneja | Vda Xarn Cncalt ni Vrutd inr Brafmt Borfs, 07??.

Enneja | Qlfarstolfmle Brafmt Borf Pasaorbdars, 07?7.

Dorjay Collmle, Karry @nfmla olf Hnsd @arln | Nutsmfa Ml8 Vda Wnwar ni Wuttmle Bustncars ot tda Baltar ni ]nur @usmlass,

07?0.

Dorvorf @usmlass Pavmaw | Wanpja Ora tda Law Bdollaj, Oprmj 07?2.

Dorvorf @usmlass Pavmaw | Vda Vrutd O`nut Bustncar Axparmalba, 07?2.

Mlinsys | Vda Cujtm-bdollaj QT Cnfaj,07?2.

Mlinsys | Vabdlnjney mlsmedts inr tda Imlolbmoj Rarvmbas Mlfustry, 07?2.

mWrnspabt | Nclm-bdollaj8 Vda Corkatmle Avnjutmnl Vdot Bdoleas Avarytdmle, 07?2.

Copo Pasaorbd | Fmemtoj Rojas8 Aldolbmle Axmstmle Bustncar Pajotmnlsdmps. Mlsmedt Papnrt nl Fmemtoj Roja Vabdlmquas obrnss

Fmaralt Bdollajs (Mltarlat, Cn`mja olf Vo`jat @olkmle), 07?2.

CbKmlsay & Bncpoly | O Rycpdnly ni Raporota Mlstrucalts8 Brnss-bdollaj olf Nljmla Rojas - BCN & Rojas Nmba Inruc8

Cujtmbdollaj Fajmvary, 07?2.

CbKmlsay & Bncpoly | Bustncar Hnurlay Olojytmbs olf @me Foto, 07?2.

CbKmlsay & Bncpoly | Cohnr @olk, Cohnr Fmemtoj Vrolsinrcotmnl, Fabacàr 07?0.

CbKmlsay & Bncpoly | Umllmle tda bustncar fabmsmnl hnurlay,Fabacàr 07??.

Cnlmtmsa/Iutura Inulfotmnl/MlYmsmnl | C-bnccarba8 Udot Bnlsucars Uolt irnc Imlolbmoj Mlstmtutmnls, Hujy 07?2.

Nljmla @olkmle Papnrt | IMLnvota _uortarjy _0 07?2, 07?2.

WrmbawotardnusaBnnpars | Pa`nntmle tda @rolbd. Pamlvaltmle @rolbd @olkmle ml o Cujtm-bdollaj, Ejnòj Alvmrnlcalt, 07?2.

VLR | Fmrabt @olks olf tda Iutura ni Patomj @olkmle, 07?0.


79/107

Ua`

OfAxbdolear | Enneja Ms Wusdmle Ol Nclm-bdollaj Cmlfsat. Ora ]nu Paofy>, 07?2.

@olk Mllnvotmnl | Mlbraosmle Bustncar Obqumsmtmnl olf Pataltmnl wmtd Wrafmbtmva Olojytmbs, 07?2.

@olk Corkatmle Rtrotaey | Ojj @olk Bustncar Axparmalba Mlmtmotmvas ora Lnt Braotaf Aquoj, Hula 07?2.

@olk Corkatmle Rtrotaey | @olkmle Jaofars Fmsbuss 07?6 Rtrotaemb Wjollmle Obtmvmtmas, Hujy 07?2.

Vda @olkar | Rnbmoj @olkmle ml tda Nclmbdollaj Aro.

@al Avols | Vwmttar, bolvosas olf borfs, 07?2.

Imlolbmoj Vmcas | @me Foto ml tda Rpntjmedt os Lavar @ainra, 07?2.

ImlAxtro | OR@ @olk Wmjnts Bustncar Ymfan Bnliaralbmle Iobmjmty inr WB olf Cn`mja, 07?2.

Imlnvota @jne | Jnfn Rnitwora Joulbdas F2 @olkmle tn Dajp @olks Fajmvar o Warsnlojmzaf Bustncar Axparmalba, 07?2.

Vda Imlolbmoj @rolf | Axparmcalts Umtd Wmltarast Ml Patomj @olkmle Iomj Cmsaro`jy, 07?2.

Inrrastar | Nutsmfa Ml8 Vda Wnwar ni Wuttmle Bustncars ot tda Baltar ni ]nur @usmlass (vmfan).

Eojjup | Dnw Bustncars Mltarobt Umtd Vdamr @olks, 07?2.

Cortml Emjj | Oemja Bnccarba - Vdots Inrrastars Unrf inr Nclmbdollaj, Pmedt>, 07?2.

m=1fav | Oppjymle Eortlars Laxus ni Inrbas tn Patomj, Corbd 07?2.

Mlsmfa Mltarbnc | Udy Borfs Ora tda Iutura ni tda Ua`, 07?2.

Ean Jmvmlestnla | Udot Bncas Imrst, Cujtmbdollaj Mltaerotmnl nr Rnbmoj @usmlass>, 07?2.

CMV Rjnol Pavmaw | Bncpatmle ml tda Oea ni Nlcmbdollaj Patomjmle,07?2.

Nptmrota | Patomj @olkmle ms cnra bncpatmtmva tdol cnst àjmava, 07??.

Bdrms Rkmllar | Wrnhabt Law c@olk. Wardops tda Unrjfs Cnst Mllnvotmva Nljmla @olkmle, 07?2.

RcortBncpoly | Vda ?0 sojas tralfs tdot wmjj frmva 07?28 Papnrt slaok paak, Fabacàr 07?0.

@rmol Rnjms | Vda Bnlvarsotmnl Wrmsc, 07?2.

Uojj Rtraat Hnurloj | @olks Qsmle @me Foto tn Fmsbnvar Law Rmjk Pnof, 07?2.

wa`brafm`ja | Nclm-bdollaj Bustncar Axparmalba, Lnvacàr 07?0.
http://www.adexchanger.com/data-driven-thinking/google-is-pushing-an-omni-channel-mindset-are-you-ready/http://www.adexchanger.com/data-driven-thinking/google-is-pushing-an-omni-channel-mindset-are-you-ready/http://www.adexchanger.com/data-driven-thinking/google-is-pushing-an-omni-channel-mindset-are-you-ready/http://bankinnovation.net/2013/03/increasing-customer-acquisition-and-retention-with-predictive-analytics/http://bankinnovation.net/2013/03/increasing-customer-acquisition-and-retention-with-predictive-analytics/http://bankinnovation.net/2013/03/increasing-customer-acquisition-and-retention-with-predictive-analytics/http://jimmarous.blogspot.com.es/2013/06/2013-retail-banking-customer-experience-mecx-peoplemetrics.htmlhttp://jimmarous.blogspot.com.es/2013/06/2013-retail-banking-customer-experience-mecx-peoplemetrics.htmlhttp://jimmarous.blogspot.com.es/2013/06/2013-retail-banking-customer-experience-mecx-peoplemetrics.htmlhttp://jimmarous.blogspot.com.es/2013/08/bank-credit-union-2014-strategic-planning-change-kpmg.htmlhttp://jimmarous.blogspot.com.es/2013/08/bank-credit-union-2014-strategic-planning-change-kpmg.htmlhttp://jimmarous.blogspot.com.es/2013/08/bank-credit-union-2014-strategic-planning-change-kpmg.htmlhttp://www.thebanker.com/Tech-Trading/Technology/Social-banking-in-the-omnichannel-erahttp://www.thebanker.com/Tech-Trading/Technology/Social-banking-in-the-omnichannel-erahttp://ben-evans.com/benedictevans/2013/6/18/canvaseshttp://ben-evans.com/benedictevans/2013/6/18/canvaseshttp://ben-evans.com/benedictevans/2013/6/18/canvaseshttp://www.ft.com/cms/s/0/4ffdc998-d299-11e2-88ed-00144feab7de.htmlhttp://www.ft.com/cms/s/0/4ffdc998-d299-11e2-88ed-00144feab7de.htmlhttp://www.finextra.com/news/fullstory.aspx%3Fnewsitemid%3D24035http://www.finextra.com/news/fullstory.aspx%3Fnewsitemid%3D24035http://www.finextra.com/news/fullstory.aspx%3Fnewsitemid%3D24035http://finovate.com/lodo-software/http://finovate.com/lodo-software/http://finovate.com/lodo-software/http://thefinancialbrand.com/27303/pinterest-fails-banks-and-credit-unions/http://thefinancialbrand.com/27303/pinterest-fails-banks-and-credit-unions/http://thefinancialbrand.com/27303/pinterest-fails-banks-and-credit-unions/http://blogs.forrester.com/kerry_bodine/12-05-22-outside_in_the_power_of_putting_customers_at_the_center_of_your_businesshttp://blogs.forrester.com/kerry_bodine/12-05-22-outside_in_the_power_of_putting_customers_at_the_center_of_your_businesshttp://businessjournal.gallup.com/content/162107/customers-interact-banks.aspxhttp://businessjournal.gallup.com/content/162107/customers-interact-banks.aspxhttp://businessjournal.gallup.com/content/162107/customers-interact-banks.aspxhttp://blogs.forrester.com/martin_gill/12-11-27-agile_commerce_thats_forresters_word_for_omnichannel_righthttp://blogs.forrester.com/martin_gill/12-11-27-agile_commerce_thats_forresters_word_for_omnichannel_righthttp://www.i95dev.com/applying-gartners-nexus-of-forces-to-retail/http://www.i95dev.com/applying-gartners-nexus-of-forces-to-retail/http://www.i95dev.com/applying-gartners-nexus-of-forces-to-retail/http://insideintercom.io/why-cards-are-the-future-of-the-web/http://insideintercom.io/why-cards-are-the-future-of-the-web/http://insideintercom.io/why-cards-are-the-future-of-the-web/http://geofflivingston.com/http://geofflivingston.com/http://geofflivingston.com/http://sloanreview.mit.edu/article/competing-in-the-age-of-omnichannel-retailing/http://sloanreview.mit.edu/article/competing-in-the-age-of-omnichannel-retailing/http://sloanreview.mit.edu/article/competing-in-the-age-of-omnichannel-retailing/http://bankblog.optirate.com/retail-banking-is-more-competitive-than-most-believe/http://bankblog.optirate.com/retail-banking-is-more-competitive-than-most-believe/http://bankblog.optirate.com/retail-banking-is-more-competitive-than-most-believe/http://fr.slideshare.net/mpanowicz/new-m-bank-innovations-and-design-20130628-v-21-mshttp://fr.slideshare.net/mpanowicz/new-m-bank-innovations-and-design-20130628-v-21-mshttp://www.smartcompany.com.au/sales/053348-the-12-sales-trends-that-will-drive-2013-report-sneak-peek.htmlhttp://www.smartcompany.com.au/sales/053348-the-12-sales-trends-that-will-drive-2013-report-sneak-peek.htmlhttp://www.smartcompany.com.au/sales/053348-the-12-sales-trends-that-will-drive-2013-report-sneak-peek.htmlhttps://conversationprism.com/https://conversationprism.com/https://conversationprism.com/http://blogs.wsj.com/cio/2013/02/06/banks-using-big-data-to-discover-new-silk-roads/http://blogs.wsj.com/cio/2013/02/06/banks-using-big-data-to-discover-new-silk-roads/http://blogs.wsj.com/cio/2013/02/06/banks-using-big-data-to-discover-new-silk-roads/http://blogs.wsj.com/cio/2013/02/06/banks-using-big-data-to-discover-new-silk-roads/https://conversationprism.com/http://www.smartcompany.com.au/sales/053348-the-12-sales-trends-that-will-drive-2013-report-sneak-peek.htmlhttp://fr.slideshare.net/mpanowicz/new-m-bank-innovations-and-design-20130628-v-21-mshttp://bankblog.optirate.com/retail-banking-is-more-competitive-than-most-believe/http://sloanreview.mit.edu/article/competing-in-the-age-of-omnichannel-retailing/http://geofflivingston.com/http://insideintercom.io/why-cards-are-the-future-of-the-web/http://www.i95dev.com/applying-gartners-nexus-of-forces-to-retail/http://blogs.forrester.com/martin_gill/12-11-27-agile_commerce_thats_forresters_word_for_omnichannel_righthttp://businessjournal.gallup.com/content/162107/customers-interact-banks.aspxhttp://blogs.forrester.com/kerry_bodine/12-05-22-outside_in_the_power_of_putting_customers_at_the_center_of_your_businesshttp://thefinancialbrand.com/27303/pinterest-fails-banks-and-credit-unions/http://finovate.com/lodo-software/http://www.finextra.com/news/fullstory.aspx%3Fnewsitemid%3D24035http://www.ft.com/cms/s/0/4ffdc998-d299-11e2-88ed-00144feab7de.htmlhttp://ben-evans.com/benedictevans/2013/6/18/canvaseshttp://www.thebanker.com/Tech-Trading/Technology/Social-banking-in-the-omnichannel-erahttp://jimmarous.blogspot.com.es/2013/08/bank-credit-union-2014-strategic-planning-change-kpmg.htmlhttp://jimmarous.blogspot.com.es/2013/06/2013-retail-banking-customer-experience-mecx-peoplemetrics.htmlhttp://bankinnovation.net/2013/03/increasing-customer-acquisition-and-retention-with-predictive-analytics/http://www.adexchanger.com/data-driven-thinking/google-is-pushing-an-omni-channel-mindset-are-you-ready/


80/107

ojsnml tdmsmssuas

?Vralfmle mssuasRuccormas ni tda cnst rajavolt

laws ni sajabtaf tnpmbs tdot dova

`aal pu`jmsdaf nvar tda bnursa nitda parmnf `osaf nl mts rajavolba tn

tda @olkmle mlfustry. Vda succo-

rmas wara praporaf `y tda afmtnrmoj

`norf. Iurtdar mlinrcotmnl ms cofa

ovomjo`ja inr aobd emval tnpmb.

0Vabdlnjney tralfsMl tda injjnwmle sabtmnl,

wa nutjmla tda upbncmle

tabdlnjnemas tdot wmjj bdolea

avarytdmle, wmtd prafmbtmnls

nl wdot coy bnca ni tdac ml

mlolbmoj mlfustry.

2 MllnvobmlDmedjmedtaf ml tdms sabtmnl snca ni

tda obtmnls ml wdmbd @@YO Mllnvotmnl

Baltar tokas port, nl mllnvotmnl

olf altrapralaursdmp. Vdrnued tdms

sabtmnl wa ojsn prnvmfa fmrabt obbass

tn tda @@YO Mllnvotmnl Baltar

avalts.


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l tdms sabtmnl, raofars wmjj imlf succormas ni tda cnst rajavolt laws ni sajabtaf tnpmbs tdot dova àal

pu`jmsdaf nvar tda bnursa ni tda cnltd òsaf nl mts rajavolba tn tda @olkmle mlfustry. Vda succormas

wara praporaf `y tda afmtnrmoj `norf. Iurtdar mlinrcotmnl ms cofa ovomjo`ja inr aobd emval tnpmb.

Vralfmle mssuas

Vda Bnra @olkmle corkat ms pnmsaftn ernw tdrnued 07?5; o cnfast6% ernwtd rota, staofmjy ernwmletn o corkat smza ni $?7.5@Vdnued fabmsmnl-cokmle rajotaf tn bnra olkmle tabdlnjney

ms fapalfalt nl jnboj bmrbucstolbas, tdraa ejnòj tralfs ora n`sarvaf8

?. @olks ora mlbraosmlejy wmjjmle tn bnlsmfar bnra rapjobacalts,

wdatdar `me òle nr pdosaf (wdmbd ms fapalfalt nl smza).

0. Bnst olf bustncar facolfs inr oemjmty ora kay frmvars

cntmvotmle òlks tn mlojjy coka tda swmtbd.

2. Yalfnr prnfubts dova coturaf alnued tdot tda trapmfotmnl

òlks dova typmbojjy iajt coy ln jnlear à worroltaf.

Bnra @olkmleWjotinrc

Law Inrcots

Cn`mja @olkmle

Rnbmoj @usmlass

Cn`mja Woycalts

Bustncar-Baltrmbmty

@rolfs &@rolfmle

Brnwf Imlolba

Opp Abnsystac

Eofeatnjney

Law @olkmleBnlbapts

@me Foto

Iutura ni Unrk

FM]

Ejnòj Corkat Rdora, ml parbaltoeas, ni jaofmle

bnra olkmle tabdlnjney prnvmfars

Bajalt olojysms L3 ?,059

APM0%

Rnpro2%Obbaltura 2%

Mlinsys9%

ROW9%

VBR9%

Nrobja9%

Cmsys ?6%

Vacalns0?%

BRB 6%

Ntdar 1%

IMR06%
http://www.celent.com/reports/global-core-banking-steady-unspectacular-growth


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Vralfmle mssuas

Jaorl o`nut @olkmle ot OjjmafMrmsd @olks Vda Jo`, o fmemtojòlkmle sdnwrnnc

Vda spoba ot tda Jo` ms fmvmfaf mltn mva znlas8


Law Inrcots

Cn`mja @olkmle

Rnbmoj @usmlass

Cn`mja Woycalts

Bustncar-Baltrmbmty

@rolfs &@rolfmle

Brnwf Imlolba

Opp Abnsystac

Eofeatnjney

Law @olkmleBnlbapts

@me Foto

Iutura ni Unrk

FM]

?. Vda _umbk @olkmle Xnla8 OVCs, borf kmnsks, pdnla `nntd,olf snbmoj cafmo wojj.

0. Vda Wrnfubt Xnla8 o sdnwbosa ni OM@s prnfubts, sarvmbas,

olf mllnvotmnls.

2. Vda Cn`mja @olkmle Xnla8 fafmbotaf tn cn`mja òlkmle,

iaoturmle ol mltarobtmva to`ja olf o fmspjoy ni OM@s cn`mja

òlkmle favmbas/sarvmbas.

6. Vda Jnulea & Jaorlmle Xnla8 ol orao tn mltarobt wmtd

axparts, wmtd o fmemtoj jaorlmle wojj olf pjoy orao inrbdmjfral.

1. Vda @usmlass @olkmle Xnla8 inr ùsmlass bustncars tn

latwnrk olf bnlfubt caatmles, wmtd racnta obbass tn

spabmojmsts

Bustncars lnw bdnnsa dnw tday wmsd tn mltarobt wmtd OM@ ml

tda woy tdot sumts tdac àst, somf o spnkasparsnl.
http://thefinancialbrand.com/29410/aib-lab-bank-branch-store-concept-design/


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Vralfmle mssuas

4 Rnbmoj Cafmo KWMstn trobk & cnlmtnr

@y trobkmle tda rmedt KWMs, ynur bncpoly wmjj à

o`ja tn coka ofhustcalts tn ynur snbmoj cafmo

strotaey olf ufeat. @ajnw, ol mlfustry axpart

sdoras dar Vnp 4 KWMs inr Rnbmoj Cafmo8

?. Lucàr ni Iols olf Injjnwars

0. Facneropdmbs olf Jnbotmnl

2. Lucàr ni Obtmva Injjnwars

6. Jmkas olf Rdoras

1. Bnccalts

9. Caltmnls

5. Patwaats

4. Vromb Foto


Law Inrcots

Cn`mja @olkmle

Rnbmoj @usmlass

Cn`mja Woycalts

Bustncar-Baltrmbmty

@rolfs &@rolfmle

Brnwf Imlolba

Opp Abnsystac

Eofeatnjney

Law @olkmleBnlbapts

@me Foto

Iutura ni Unrk

FM]
http://www.impactbnd.com/8-social-media-kpis-you-should-track-and-monitor/


85/107




Vralfmle mssuas


Law Inrcots

Cn`mja @olkmle

Rnbmoj @usmlass

Cn`mja Woycalts

Bustncar-Baltrmbmty

@rolfs &@rolfmle

Brnwf Imlolba

Opp Abnsystac

Eofeatnjney

Law @olkmleBnlbapts

@me Foto

Iutura ni Unrk

FM]

Bnlsucars ora varyjnyoj tn tdamr iovnrmtapoycalt mlstrucalts

O rabalt stufy bnlfubtaf `y tda Iafaroj Pasarva @olkni @nstnl ravaojs tdot bnlsucars ojcnst lavar favmota

irnc tdamr iovnrmta poycalt typas, `ut tdot tday ojsn

oralt jmkajy tn usa tdamr tnp poycalt catdnf ojj tda tmca.

Ml raeorfs tn cn`mja poycalts olf wojjats, tdnuedbnlsucars ora dorfwmraf tn poy jmka tday ojraofy

poy, tdayra kmlf ni wmjjmle tn swmtbd ornulf

o jmttja `mt wmtdml [poycalt typasS, tdot ot jaost

emvas ynu tda kmlf ni `aobdirnlt inr cn`mja tn

eat ml tdara, olf inr panpja [tnS try mt nut.

47%

57%97%17%

67%27%

07%?7%7%

1 =.4 ?1.1 07.5 04.2 26.5 2=.1 62.5 65.5 11 15.5 91 5?.? 40.2 41 =?.5 ?72.1 ??7

Woy typa y dnusadnjf mlbnca.
http://www.pymnts.com/briefing-room/consumer-engagement/consumer-behavior/2013/Report-Consumers-Almost-Never-Change-Payment-Types/


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Vralfmle mssuas

Vdasa 1 Bustncar-Baltrmbdo`mts alo`jaf Rprmltsfrocotmb turlornulf, dajpmletda bncpoly tn en irnczarn tn darn ml 1 yaors

Jmstal

Qlfarstolf wdot bustncars

vojua, obt nl tdamr iaafòbk

Vdmlk

Coka scort, iobt-òsaf fabmsmnls

Acpnwar

Emva acpjnyaas rasnurbas olfoutdnrmty tn sarva bustncars

Braota

Wrnfuba law vojua inr

bustncars olf bncpoly

Fajmedt

Axbaaf axpabtotmnls,

à racorko`ja.


Law Inrcots

Cn`mja @olkmle

Rnbmoj @usmlass

Cn`mja Woycalts

Bustncar-Baltrmbmty

@rolfs &@rolfmle

Brnwf Imlolba

Opp Abnsystac

Eofeatnjney

Law @olkmleBnlbapts

@me Foto

Iutura ni Unrk

FM]
http://www.customerthink.com/article/worst_to_first_how_five_customer_centric_habits_enabled_sprints_turnaround


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wara praporaf `y tda afmtnrmoj `norf. Iurtdar mlinrcotmnl ms cofa ov

innovation edge. customer experience (english)

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