Light but broad piece from Banktech on channel management.  Its a broad based review of the current situation, and the shift to customer centric from product centric.  Nothing new, but good overview.

The development of banks’ overall channel strategies has been anything but deliberate. Delivery channels have grown from need and technological advances, and banks’ channel strategies have evolved in response. But now that financial institutions are juggling numerous channels and the multitude of ways in which they touch customers, many banks are actively looking to integrate those delivery channels more strategically.

Source: http://www.banktech.com/printableArticle.jhtml;jsessionid=5XLYKAHUPHCO0QSNDLRSKHSCJUNN2JVN?articleID=193402868

Summary:

1. channel development driven by technology
2. customers channel choices mixed, mainly due to demographics
3. general theme that branches preferred for account opening, that is not demographic driven
4. theme of customer centric, moving away from product centric.  SOA, CRM, channel integration
5. preparing for growth  single view of customers, more-successful channel updates, integrated contact centers, streamlined account creation and improved cross-sales rates
6. the payoff:  By making delivery channels user-friendly and seamless, banks will encourage customers to do more business with them, Forrester’s Pilecki says. But banks also will incent staff by streamlining the process, she adds, as it will be easier for them to open new accounts, for example
7. Multichannel integration – next steps: 
   • instant messaging
   • video conferencing
   • chat
   • Push to Talk (my contribution – article doesn’t mention)
   • examples:  instant messaging a contact center representative and getting an instant answer, voice chat and ad hoc customer video conferencing, Banco Comercial Portugues (Porto, Portugal; US$95.6 billion in assets) uses video conferencing to discuss complex products with its customers