Vincenzo Casillo, Principal at Cedar, explains how opportunities by adopting an omnichannel strategy can be material for retail and corporate banking to boost customer experience and ultimately increase profitability. Vincenzo shares that the transition into digital-driven behaviours is happening globally, and the COVID-19 pandemic has fast-tracked behavioural changes. In this context of radical transformation, omnichannel allows the bank to build customer journeys based on a tailored channel mix.
