Objectives On completion of this tutorial, you will be able to:

• Recognize the principles of omnichannel banking
• List some of the key barriers to a customer-centric approach
• Recognize the features of different banking channels
• Identify the two major stages in developing an effective omnichannel banking strategy

Tutorial Overview Omnichannel delivery requires banks to integrate their banking channels so they relate to each other and to customer behaviors and preferences at all stages of the customer journey. This tutorial examines best practice in omnichannel delivery and the steps required to facilitate a seamless customer journey through the product sales cycle. Prerequisite Knowledge: Business of Consumer (Retail) Banking Tutorial Level: Introductory Tutorial Duration: 45 minutes