Integrated, multichannel banking is a customer's dream-and a bank's nightmare. Legacy IT systems, including aging core banking platforms, make it tricky and costly to turn this vision into a reality. In an ideal world, banking would be a rich and interactive experience, available 24/7 and delivered seamlessly across channels. Customers would have convenient access to personalized products and services, on any device, from anywhere and at anytime. Banks would have a single, complete view of customers and their preferences.

El 41 % de los consumidores españoles utilizan las herramientas de banca online de las que disponen las entidades financieras en internet, mientras que el 50 % se sirven del teléfono y el 15 %, de aplicaciones para móviles inteligentes, según un informe de BT y Avaya. No obstante, el 48 % de los encuestados para elaborar este informe respondieron que su vínculo principal con los bancos son las sucursales locales. De cara al futuro, el 40 % se mostró favorable a que se desarrollen las comunicaciones telefónicas entre los clientes y las sucursales a las que acudan.

Despite its initial promise, the widescale adoption of mobile financial services (MFS) has hit an impasse in many countries. This paper describes the role that governments could play in the MFS development cycle by generating new efficiencies and capabilities. It identifies the key steps and strategies governments can undertake to kick-start MFS - strategies that can help reduce the costs, mitigate the risks and unleash the many benefits of financial inclusion.