Episode 10:

Taking advantage of

the mobile revolution



Mobile phones represent one channel among several that they use to provide services; the multi-channel concept.

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The system is “omni-channel”, with the mobile phone at the centre of the customer relationship. And digital banks don’t used cellular technology merely as a channel but exploit it to its full potential.


The mobile phone is at the very centre of their services and architecture, making it both accessible to everyone and easy to use.

Next episode:

The last difference between CBS and DBS:

Reinventing the organization of financial services distribution

To be continued...