Technology – a great enabler 22. I would begin by quoting Brett King, the author of famous book “Bank 3.0”. “Customers don’t use channel or products in isolation of one another. Everyday customers would interact with banks in various ways.
They might wire money to a third party, visit ATM to withdraw cash, go online to check salary credit, pay an utility bill , use their credit card to purchase some goods from a retailer, fill out a personal loan application online, ring up the call center to see what their credit card balance is or report a lost card.