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Taking the ‘Madness’ out of Customer Onboarding

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14 June 2016
Bob Meara

Earlier this year, I had the pleasure of moderating a panel discussion on the topic of omnichannel customer onboarding sponsored by Kofax. It was a heavyweight panel, including:

  • Jim Marous, Co-Publisher/Author, The Financial Brand
  • JP Nicols, Director, Next Bank
  • Brant Clark, Sr. Director, Mobile Solutions, Kofax, Inc.

March Madness

Kofax is making a recording of this informative panel here.

It’s worth a listen. Why?

Customer acquisition is obviously important because it is a prerequisite to top line sales growth. Offering a low-friction digital capability is increasingly important because customers are becoming increasingly digitally-driven. Omnichannel customer acquisition matters because multiple channels - digital channels in particular - are influencing consumer’s choice of banking relationship. Banks therefore need to close the deal whenever and wherever customers make the decision to onboard. To do otherwise is inconvenient for potentially profitable prospects, and disadvantageous for institutions wanting them as customers.

The problem is, omnichannel customer acquisition remains largely aspirational for most North American financial institutions.

I’m looking forward to sharing two forthcoming research reports devoted to this important topic in the coming weeks.

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