FURTHER READING: omni everywhere

Omnichannel banking will change the way customers use financial services, according to ANZ head of wholesale digital Leigh Mahoney, meaning the most-successful banks will be the ones which can execute it best.

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Speaking to bluenotes on podcast, Mahoney said omnichannel was an evolving trend in banking across the globe, allowing customers to consolidate their needs into one place – allowing easy access to everything they need.

"The winner will be the one that does it the best.” - Mahoney

“Simply speaking it's a ‘place’ for customers to go to that's one place they can consume products and services,” he said.

“International banks I think are doing really well… putting services in one place for their customers to consume really easily. I suppose the winner will be the one that does it the best.”

Mahoney said one of the reasons omni as a business model was evolving greatly is because it’s forcing banks to truly focus on their customers.

“Having a customer-centred approach, putting the customer at the centre of everything we do, means that we have to change our approach,” he said.

“We can't be exposing capability to our customers in a disaggregated fashion anymore. What we actually need to do is put it in one place.”

You can listen to the podcast above to find out more.

Gemma Simpson is a bluenotes contributor

The views and opinions expressed in this communication are those of the author and may not necessarily state or reflect those of ANZ.

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