Strategies for Enhancing Corporate Client Experience: The Future of Attended Channels

by Susan Feinberg, January 9, 2017
Industry Trends
Global, North America


Celent has released a new report titled Strategies for Enhancing Corporate Client Experience: The Future of Attended Channels. The report was written by Susan Feinberg, a Senior Analyst with Celent’s Banking practice.

Surveys of corporate clients indicate that banks have a lot more work to do to satisfy the demands of end users who want their corporate banking applications to be as easy to use and as convenient as the applications they use as consumers.

Attended channels remain the daily face of the bank to a large percentage of clients, regardless of how many other channels are being used. Simplifying, unifying client interactions across business silos, and delivering on the promise of convenience in a secure manner are the key strategies. The opportunities to differentiate include creating a customized and tailored user experience, enriching data, offering access to new payment services, integrating attended and unattended channels, and delivering a coherent strategy for supporting the emerging needs of small business clients for cash management services.

“In the current environment, attempting to implement a successful strategy for digital channels in the absence of an overall digital transformation strategy for corporate banking is short-sighted,” Feinberg commented.  

“The decisions being made today about attended digital channels — whether as a part of a larger digital transformation initiative, in enhancing the channel user experience, or establishing a corporate banking portal — will have a significant impact on the ability of corporate banks to attract and retain clients,” she added.

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


Introduction: Investing in Attended Channels Is a Priority for Enhancing Client Experience


Common Strategies for Improving the Channel Experience



Integrated Portals: Masking the Silos



Simplifying the User Experience



Omnichannel Approach



Enhancing Authentication



Expanding Self-Service


Differentiation: Ease of Use and Convenience Do Matter



Owning the User Experience



Mobile and Tablet Functionality



Integration with File-Based Channels



Data Enrichment



Consolidation of Similar Functions into a Single Module



Support for Faster Payments



Flexibility with File Formats



Support for APIs to Third Party Solutions and Client Solutions



Delivering Corporate Functionality to Small Business Clients


Path Forward


Leveraging Celent’s Expertise



Support for Financial Institutions



Support for Vendors


Related Celent Research


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