“Over the last decade, retail banks have undergone a complete overhaul in the way they reach out to customers, who have come to expect omnichannel access to services. As Jeff Martin knows, this makes the job of IT in a regulated environment even more interesting. He is responsible for online mobile, ATM and phone channel technology with Toronto-Dominion Bank. Along with its subsidiaries, the company is known as TD Bank Group (TD), and has more than 85,000 global employees. TD offers a full range of financial products and services to 24 million customers.”
As financial institutions increasingly plan for, and begin the lengthy omnichannel banking process, many (if not most) are realizing that mobile apps and digital banking capabilities are highly valued and frequently used, and are often the foundation for branch and call and contact center reconfiguration efforts. Collectively, these solutions form the basis for an effective omnichannel experience.
Overview by Ed O’Brien, Director, Banking channels Advisory Service at Mercator Advisory Group
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