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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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