? ? multi channels ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? tiger hsiao ? ? ? ? bea systems taiwan 2003 inc 2 customers are driving more transactions across all source fdic towergroup 2002 customer interactions billions by channel 0 5 10 15 20 25 30 35 40 45 1996 1997 1998 1999 2000 2001 branch atm call center online banking no is declining 3 consumers using multiple forrester research june internet only 12 6 vru 1 each 80 of use 4 delivery today s problem deposits & checking credit lending invest ments data mart have evolved in isolation siloed and products impede consistent experience single view information flexibility to meet new needs reduced retention decreased wallet share efficiency kiosk relationship wirelesscall hardwired integration traditional approaches costly time value other costs 05 hardware 09 software 11 outsourc ing
