THINK Week in Review: The “Omnichannel Payments” Experience

“Omni” means “everywhere.” And the omnichannel experience goes everywhere a member goes. It’s not just multichannel. It’s the experience of seamless banking via all channels, from smartphone to branch to desktop. However, with ongoing advancements in technology and business innovation, omnichannel (aka onicommerce) is developing into so much more: Creating an Omnichannel Payments Experience from start to finish. “Providing a great payments experience is an ongoing juggling act that should start the minute the consumer decides to make a purchase. By providing a robust omnichannel payments solution, businesses can turn their focus to the most important aspect of their businesses: meeting the demands and needs of their customers.” Why 80 Percent of Top FI Performers put User Engagement First. “Top Innovators tend to focus on features that stand to enhance their users’ experience, which is why 87 percent of Top Performers plan on Payments Technologies in the next three years. But with an effective CE strategy, FIs do not have to be Top Performers to perform like them. In fact, 47 percent of CE-focused firms considered their latest innovations to be very successful.” Financial Inclusion remains an important opportunity for credit unions. For a day, I was one of the millions of Americans without a bank account. It was humbling. “About 27% of U.S. households are either unbanked or underbanked, according to the Federal Deposit Insurance Corp. Despite economic growth and the proliferation of online services that have made it easier than ever to open and access bank accounts, those figures have remained little changed since the FDIC started tracking them in 2009.” Digital Transformation is not about technology – it’s about change. “Digital transformation mandates a strong vision, with the CEO and senior leaders’ hard decisions guided by company purpose. Digital transformation requires a single team with a single plan and enterprise leaders have to find the right balance between pragmatism and a visionary approach. Finally, CEOs must get the entire organization onboard—every employee has to play a role in the new digitally transformed enterprise—so they feel like part of the team and that their contributions matter.” Financial Marketers must resist Millennials Myths and Gen Z traps. “One pervasive generational myth is that Gen Z, which The Center for Generational Kinetics defines as born after 1996, act the same as Millennials born between 1977 and 1995. Gen X is very different from Millennials, and in fact exhibit characteristics more akin to Baby Boomers.” How CEOs manage time. “Countless concepts, tools, and metrics have been developed to help leaders manage well. However, our study of what the CEOs of large, complex organizations actually do—as manifest in how they spend their time—opens a new window into what leadership is all about and into its many components and dimensions. Being the CEO is a highly challenging role, and it is difficult to do it well.”