Omni-channel Banking: Best practice and case studies

This executive report advises on current global best practice in omni-channel banking through a selection of case studies from around the world. It seeks to offer an optimal approach to the development and implementation of an omni-channel banking strategy. The report focuses on the role, nature and trends in the core components of such a strategy. It assesses how channels best work individually and in combination to support or create a profitable retail banking business based on three high-level objectives; representing and projecting the bank brand; protecting and developing the bank’s existing customer base; and, acquiring new customers.


key info and pricing

Published: May 2017
Pages: 157
Author: David Cavell
Price: £1,500 (standard PDF – see order form for other licence options)

RBR executive reports

This report is part of RBR’s “Executive Report” series which provides expert opinion on topical issues in the banking automation, ATMs, cards and payments sectors.

The reports provide a mix of information, analysis, insights and implications and are aimed at senior executives or others looking for informed commentary on key industry issues.



  • Bangkok Bank, Thailand
  • Bendigo and Adelaide Bank, Australia (BEN)
  • CaixaBank, Spain
  • Deutsche Bank, Germany
  • Garanti Bank, Turkey
  • Huntington National Bank, USA
  • ICICI Bank, India
  • ING Group, Netherlands
  • Mastercard Europe
  • mBank, Poland
  • Moven, USA
  • Rivermark Community Credit Union, USA
  • Vietnam Prosperity Bank (VPB)
  • Wells Fargo bank, USA


  • Banking Labs
  • Channel options – new generation digital channels
  • Channel options – the legacy channels
  • Omni-channel strategy development
  • Omni-channel strategy – key related issues
  • Conclusions