Page 10 - Ebook HT QTNHS

and managing distribution channels. In the future, customer demand for seamless, personalized,
and real-time banking services is expected to increase. The advancement of science and
technology and the widespread use of mobile devices contribute to promoting the role of the omni-
channel model in the banking service sector. The omni-channel banking system provides financial
services through channels such as branches, ATMs, call centers, online banking, and mobile
banking, with the goal of creating a consistent experience across all channels and allowing
customers to conduct transactions at any channel.
Keywords: Omni-channel banking; Digital transformation; Digital banking.

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