IMPACT OF OMNICHANNEL MEDIUMS ON CUSTOMER ENGAGEMENT IN FINTECH

IMPACT OF OMNICHANNEL MEDIUMS ON CUSTOMER ENGAGEMENT IN FINTECH

CHARAN M

(PES1PG22MB052)

DEPARTMENT OF MANAGEMENT & COMMERCE

PES UNIVERSITY

ABSTRACT

Omnichannel mediums are vital for the majority for FinTech companies with the objective of maintain a seamless and customised user experience across channels. By allowing consumers to utilize financial services anytime anywhere and on any type of gadget and by leveraging such mediums, businesses would be able to guarantee a harmonious experience through different touchpoints, gather insights, improve flexibility which would ultimately lead to enhanced customer satisfaction and retention rates. The use of FinTech in omnichannel mediums is quite crucial if the business needs to adhere to customer requirements while also gaining a competitive advantage in this digital era.

In this research paper we mainly try to understand how certain omnichannel customer touchpoints impact customer engagement and streamline the business through various customer engagement metrics. Based on these objectives, it is possible to monetize valuable insights of the users’ needs and preferences which can be implemented for future corporate actions of the business such as effective product offerings and campaigns. The data for the research paper was collected from a specific target population through the questionnaire survey method. This would eventually result in insights for increased customer engagement and business growth for 24/7 service offerings across multiple omnichannel platforms.

Key Words – Customer engagement, Omnichannel mediums, FinTech, Banking