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      Question

      When a bank adopts an omni-channel strategy, its primary

      objective is to:
      A Reduce product range Correct Answer Incorrect Answer
      B Integrate customer experience across channels Correct Answer Incorrect Answer
      C Increase branch closures Correct Answer Incorrect Answer
      D Focus only on digital banking Correct Answer Incorrect Answer
      E Eliminate physical presence Correct Answer Incorrect Answer

      Solution

      Omni-channel ensures seamless experience across branch, app, website, and call centre. Why others are incorrect: It does not reduce product range or eliminate channels; It integrates rather than isolates. Banking Example: Starting loan application online and completing in branch.

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