Gartner Research

Process-Focused Multichannel Integration for Banking

Published: 11 July 2008

ID: G00158993

Analyst(s): Stessa Cohen


The process-focused approach to multichannel integration creates a retail delivery architecture that focuses the bank on delivering products and services to customers where and when they want them. This method is a foundation for business and technical agility.

Table Of Contents
  • Overview
  • Overview
  • Defining Multichannel Integration
    • Defining Channel-Focused and Process-Focused Multichannel Integration
    • Multichannel Capabilities: Channel-Focused Versus Process-Focused
  • Drivers for a Process-Focused Approach to Multichannel Integration
  • Differences Between FAI and AA Approaches
    • Dependency on Enterprise Initiatives
    • The reliance on enterprise initiatives is important because it translates into different short-term and long-term implementation challenges, costs and benefits for the bank (see Table 4).
  • Which Process-Focused Approach Is the Right One?
    • Drivers for Choosing the FAI Approach
    • Drivers for Choosing the AA Approach
    • Implementing the Process-Focused Strategy

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