--- title: "Omni-channel to Omni-digital: The New Normal" description: The omni-channel experience has been growing steadily in importance with the rise of digital engagement. There’s no question now that customers want access to their financial information conveniently image: https://resource.nexj.com/hubfs/Omni-channel_to_Omni-digital_The_New_Normal-768x367.png --- [![nexj-white-blue](https://resource.nexj.com/hs-fs/hubfs/nexj-white-blue.png?width=140&name=nexj-white-blue.png "nexj-white-blue")](https://www.nexj.com) [Back to Corporate Website](https://www.nexj.com/) [TOPIC // Insurance](https://resource.nexj.com/blog/tag/insurance) # Omni-channel to Omni-digital: The New Normal - - - PwC's 2017 Digital Banking Consumer Survey summary, "[(Don't) take it to the bank: What customers want in the digital age](https://www.pwc.com/us/en/financial-services/publications/assets/pwc-fsi-whitepaper-digital-banking-consumer-survey.pdf)," proposes a new segment of consumers they've called "omni-digital." They define omni-digital customers as those who "don't use physical channels like branches or call centers to interact with their financial institutions."  Their survey showed that 46% of consumers are now using digital channels only – a big difference from the 27% of consumers that was shown in 2012. With 60% of smartphone users employing mobile banking, this study shows that ready access to digital channels is becoming increasingly necessary. The omni-channel experience has been growing steadily in importance with the rise of digital engagement. There’s no question now that customers want access to their financial information conveniently and immediately. And with "omni-digital" consumers becoming the standard, digital channels have to be responsive and developed enough to provide the service these people need. As Bryan Sachdeva here at NexJ has pointed out in previous blogs, and as PwC mentions in their report, there is a new "normal" in financial interactions. The use of physical branches and call centres, while still important, is shrinking. Today, only about a third of customers will use all of a bank's platforms. NexJ provides a solution for this new "normal" that is based on the customer experience. As such, NexJ has known (and discussed!) that digital channels were becoming key to the quality of customer experience for some time, and has been providing ways for financial services companies to undergo a digital transformation. With the rising importance of digital engagement, financial institutions need to provide quality digital service, while preparing for future growth and changes. So how do you plan for the new "normal?" The best way is to let customers direct their journey and give them the ability to interact in the way they want, when they want. In Bryan's blog, "Mastering Customer Engagement, Part 1," he offers the following magic keys to successful digital customer engagement, or successful omni-digital engagement: - make each interaction painless and productive for both the customer and the advisor, - let customers interact with you when, where, and how they want, - connect the dots of each interaction to understand the journey across channels, and - direct customers toward a destination using insight-producing analytics. Consider how your institution has been adapting to the new “normal.” Are you prepared for omni-digital interaction and the decreasing importance of physical channels? Is your organization ready for the future of customer engagement? In my next blog, we’ll discuss how you can use Artificial Intelligence (AI) to improve customer engagement across channels to increase cross-selling and upselling. **Tags:** [Insurance](https://resource.nexj.com/blog/tag/insurance), [Corporate Banking](https://resource.nexj.com/blog/tag/corporate-banking), [Commercial Banking](https://resource.nexj.com/blog/tag/commercial-banking), [Capital Markets](https://resource.nexj.com/blog/tag/capital-markets), [Wealth Management](https://resource.nexj.com/blog/tag/wealth-management), [Private Banking](https://resource.nexj.com/blog/tag/private-banking) Share: - - - PREVIOUS POST [Strengthen the Advisor-Customer Relationship with Meaningful Non-Financial Touches](https://resource.nexj.com/blog/2017/10/24/strengthen-the-advisor-customer-relationship-with-meaningful-non-financial-touches) [![](https://cdn2.hubspot.net/hubfs/5152923/Creative_Theme/image/chevron.png)](https://resource.nexj.com/blog) Next Post [It’s All About the Customer](https://resource.nexj.com/blog/2017/11/17/its-all-about-the-customer) Content Title Description ### Don't Miss Out Subscribe Today! ### Search Our Blog ### Categories - [Advisors (15)](https://resource.nexj.com/blog/tag/advisors) - [Artificial Intelligence (40)](https://resource.nexj.com/blog/tag/artificial-intelligence) - [Capital Markets (54)](https://resource.nexj.com/blog/tag/capital-markets) - [client engagement (3)](https://resource.nexj.com/blog/tag/client-engagement) - [client lifecycle management (1)](https://resource.nexj.com/blog/tag/client-lifecycle-management) - [client-focused reforms (1)](https://resource.nexj.com/blog/tag/client-focused-reforms) - [clm (1)](https://resource.nexj.com/blog/tag/clm) - [Commercial Banking (62)](https://resource.nexj.com/blog/tag/commercial-banking) - [Company News (3)](https://resource.nexj.com/blog/tag/company-news) - [Corporate Banking (65)](https://resource.nexj.com/blog/tag/corporate-banking) - [CRM (33)](https://resource.nexj.com/blog/tag/crm) - [Financial Services (1)](https://resource.nexj.com/blog/tag/financial-services) - [Gartner (1)](https://resource.nexj.com/blog/tag/gartner) - [IAD (11)](https://resource.nexj.com/blog/tag/iad) - [IBM (2)](https://resource.nexj.com/blog/tag/ibm) - [Increase Customer Loyalty (4)](https://resource.nexj.com/blog/tag/increase-customer-loyalty) - [Insurance (24)](https://resource.nexj.com/blog/tag/insurance) - [integrated advisor desktop (1)](https://resource.nexj.com/blog/tag/integrated-advisor-desktop) - [integration (3)](https://resource.nexj.com/blog/tag/integration) - [Optimize Processes (35)](https://resource.nexj.com/blog/tag/optimize-processes) - [Private Banking (60)](https://resource.nexj.com/blog/tag/private-banking) - [Retain Top Talent (1)](https://resource.nexj.com/blog/tag/retain-top-talent) - [robo-advisors (1)](https://resource.nexj.com/blog/tag/robo-advisors) - [Salesforce (1)](https://resource.nexj.com/blog/tag/salesforce) - [User Adoption (14)](https://resource.nexj.com/blog/tag/user-adoption) - [vertical cloud (2)](https://resource.nexj.com/blog/tag/vertical-cloud) - [Wealth Management (118)](https://resource.nexj.com/blog/tag/wealth-management) See all ### Popular Posts [The Dashboard for Everything a Financial Advisor Does: A Closer Look at NexJ’s Advisor Dashboard](https://resource.nexj.com/blog/the-dashboard-for-everything-a-financial-advisor-does-a-closer-look-at-nexjs-advisor-dashboard) [NexJ Systems Inc.](https://resource.nexj.com/blog/author/superadminsystems9) - Mar 25, 2022 [How Important Is A Concierge Service In Private Banking? An interview with Andrew Cant, VP, Financial Services Solutions](https://resource.nexj.com/blog/2020/01/27/how-important-is-a-concierge-service-in-private-banking-an-interview-with-andrew-cant-vp-financial-services-solutions) [NexJ Systems Inc.](https://resource.nexj.com/blog/author/superadminsystems9) - Jan 27, 2020 [Servicing the Client Across Their Journey](https://resource.nexj.com/blog/2017/03/14/servicing-the-customer-across-their-journey) [Adam Edmonds](https://resource.nexj.com/blog/author/adam-edmonds) - Mar 14, 2017 ## Related Posts - - - ## [How Your CRM Manages Relationship Hierarchy Can Define How Well You Know Your Customers](https://resource.nexj.com/blog/how-your-crm-manages-relationship-hierarchy-can-define-how-well-you-know-your-customers) ## Don't capsize your client relationships with poor info! Trying to tell corporate and investment bankers about the importance of understanding their customers is a lot like listing the benefits of butter to a pastry chef. They get it. They know it really, really well. And yet, considering we are in the business of Customer Relationship Management, I sometimes can’t help but question what this means. [Read Post](https://resource.nexj.com/blog/how-your-crm-manages-relationship-hierarchy-can-define-how-well-you-know-your-customers) - - - ## [Here’s How Leveraging Client Information Can Help You Become The Banker of Choice](https://resource.nexj.com/blog/2020/03/05/heres-how-leveraging-client-information-can-help-you-become-the-banker-of-choice) **Innovation and a global approach** [Read Post](https://resource.nexj.com/blog/2020/03/05/heres-how-leveraging-client-information-can-help-you-become-the-banker-of-choice) - - - ## [When It Comes To CRM, User Adoption Is Always A Challenge. Here's How One Of Our Biggest Clients Pulled It Off](https://resource.nexj.com/blog/2020/02/28/when-it-comes-to-crm-user-adoption-is-always-a-challenge-heres-how-one-of-our-biggest-clients-pulled-it-off) You may have the best possible CRM solution on the market, a deep vertical award-winning software geared to meet your every need. What you will always struggle with is poor [user ](https://www.nexj.com/industry-solutions/topics/user-adoption-for-financial-services-crm/)adoption. [Read Post](https://resource.nexj.com/blog/2020/02/28/when-it-comes-to-crm-user-adoption-is-always-a-challenge-heres-how-one-of-our-biggest-clients-pulled-it-off) Stay Informed ## subscribe **today** ![16](https://cdn2.hubspot.net/hub/5152923/hubfs/HP_Theme/images/16.jpg?width=3953&name=16.jpg "16") ![nexj-white](https://resource.nexj.com/hs-fs/hubfs/nexj-white.png?width=90&name=nexj-white.png "nexj-white") NexJ Systems, the pioneer of Intelligent Customer Management, is the trusted partner for CRM products by global financial services institutions due to their deep domain expertise, next-generation technology, strategic investment in innovation, and strong commitment to customer success. ## Industry Solutions - [CRM for Wealth Management](https://www.nexj.com/industry-solutions/wealth-management/) - [CRM for Private Banking](https://www.nexj.com/industry-solutions/private-banking/) - [CRM for Sales, Trading & Research](https://www.nexj.com/industry-solutions/sales-trading-and-research/) - [CRM for Commercial Banking](https://www.nexj.com/industry-solutions/commercial-banking/) - [CRM for Corporate Banking](https://www.nexj.com/industry-solutions/corporate-banking/) - [CRM for Insurance](https://www.nexj.com/industry-solutions/insurance/) ## Our Company - [About Us](https://www.nexj.com/company/about-nexj-systems/) - [Investor Relations](https://www.nexj.com/company/investor-relations/) - [Analyst Coverage](https://www.nexj.com/company/analyst-coverage/) - [Leadership](https://www.nexj.com/company/management-team-board-members/) - [Partners](https://www.nexj.com/company/partner-program/) - [Press Room](https://www.nexj.com/company/press-room/) ## Resource Center - [White Papers](https://www.nexj.com/resources/white-paper/) - [Analyst Reports](https://www.nexj.com/resources/industry-analyst-reports/) - [Brochures](https://www.nexj.com/resources/brochure/) - [Case Studies](https://www.nexj.com/resources/case-studies/) - [Videos](https://www.nexj.com/resources/video/) - [Webinars](https://www.nexj.com/resources/webinar/) ## Contact us [Info@nexj.com](mailto:Info@nexj.com) NexJ Systems Inc. 10 York Mills Road, Suite 700 Toronto, Ontario M2P 2G4 Canada P: +1 (416) 222-5611 F: +1 (416) 222-8623 - [Facebook](http://www.facebook.com) - [Twitter](http://www.twitter.com) - [Linkedin](http://www.linkedin.com) - [YouTube](https://www.youtube.com/user/nexjsystems/) #### Related CRM Topics for the Finance & Insurance Industry - [BPM Software](https://www.nexj.com/industry-solutions/topics/business-process-management-bpm-software/) - [Client Lifecycle Management](https://www.nexj.com/industry-solutions/topics/client-lifecycle-management/) - [Contact Centre CRM](https://www.nexj.com/industry-solutions/topics/contact-centre-crm-software/) - [Digital Engagement](https://www.nexj.com/industry-solutions/topics/digital-engagement/) - [Financial Advisor CRM](https://www.nexj.com/industry-solutions/topics/crm-for-financial-advisors/) - [Financial Services CRM](https://www.nexj.com/industry-solutions/topics/crm-for-financial-services/) - [Intelligent Customer Management](https://www.nexj.com/industry-solutions/intelligent-customer-management/) - [MiFID II Compliance](https://www.nexj.com/industry-solutions/topics/mifid-ii-compliance-for-wealth-management-and-private-banking/) - [Suitability & Appropriateness](https://www.nexj.com/industry-solutions/topics/suitability-and-appropriateness/) - [User Adoption for CRM](https://www.nexj.com/industry-solutions/topics/user-adoption-for-financial-services-crm/) Copyright © 2026 NexJ Systems Inc. All Rights Reserved. ![](https://ws.zoominfo.com/pixel/JhhNmN2VoGY4qqP29rjm) ![](https://dc.ads.linkedin.com/collect/?pid=205626&fmt=gif) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Adam Edmonds", "url" : "https://resource.nexj.com/blog/author/adam-edmonds" }, "dateModified" : "2020-06-24T19:24:30.064Z", "datePublished" : "2017-11-10T17:06:28.000Z", "headline" : "Omni-channel to Omni-digital: The New Normal", "image" : [ "https://resource.nexj.com/hubfs/Omni-channel_to_Omni-digital_The_New_Normal-768x367.png" ], "mainEntityOfPage" : { "@id" : "https://resource.nexj.com/blog/2017/11/10/omni-channel-to-omni-digital-the-new-normal", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://resource.nexj.com/hubfs/nexj.png" }, "name" : "NexJ Systems Inc." } } ```