Celent Model Bank 2015, Part 2: Case Studies of Omnichannel Banking

by Bob Meara, March 23, 2015
Case Studies


The vision for Celent’s Model Bank research, now in its eighth year, is to spotlight effective uses of technology in banking. The approach that Celent takes is to seek examples of best practices in technology usage which, in aggregate, would answer these three questions.

These examples span a five-part report series:

In Part 2, Celent profiles four innovative initiatives in omnichannel banking.

  • Central Bancompany: Business Analyzer
  • Standard Bank of South Africa: Guided Sales Workbench
  • UMB Bank: Omnichannel Outbound Advisory Based Service Model
  • Westpac: Omnichannel Digital Platform

Omnichannel banking is in a state of transition, in terms of understanding, prioritization, and implementation. This should be expected, in part, because of the rapid state of change in both customer expectations and technology.

“None of these Celent Model Banks would assert that they’ve arrived,” says Bob Meara, a senior analyst with Celent’s Banking practice and author of the report. “Instead, each remains in hot pursuit of continual improvement in omnichannel delivery. They are all on a journey — one whose destination is in a continual state of change.”

Nominations were accepted in late 2014, and the Celent Banking team selected winners based on degree of innovation, degree of difficulty, and business benefits provided. Each Model Bank winning initiative is presented as a detailed case study within the report, including detailed descriptions of business drivers, technology environments, and quantitative success metrics. Lessons learned are proposed at the end of the report.

This 36-page report contains four Celent Model Bank case studies, six tables, and 20 figures.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
Tel: +1 212 345 1366

Europe (London)
Chris Williams
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
Tel.: +81 3 3500 3023

Table of Contents

Executive Summary



Key Research Questions





Summary of Model Bank Components


The Quest for Omnichannel Continues


Case Studies in Omnichannel Banking



Central Bancompany: Business Analyzer



Standard Bank of South Africa: Guided Sales Workbench



UMB: Omnichannel Outbound Advisory-Based Service Model



Westpac: Omnichannel Digital Platform


Lessons Learned


Leveraging Celent’s Expertise



Support for Financial Institutions



Support for Vendors


Related Celent Research


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