Description: The convergence of rich data and digital platform technology is enabling new omni-channel strategies for financial service providers. Omni-channel approaches provide opportunities to understand and interact with customers continuously, consistently, and conveniently using context to create more relevant, mutually satisfying experiences. This shift represents a new focus that requires new technologies and capabilities that range from technical skills to empathy. Done right, the positive impacts will be significant and long term for organizational and system architectures.
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