Dhaka:BRAC Bank has introduced Bangladesh's first omnichannel banking experience, marking a significant integration of its traditional branch-based services with digital platforms. This innovation aims to offer customers seamless, personalized, and relationship-based banking services.
According to Bangladesh Sangbad Sangstha, the new initiative allows customers to start banking activities through one channel and continue or complete them through another, providing flexibility in accessing banking services. The service was officially launched at a press conference held at a city hotel, attended by BRAC Bank's top executives, including Chairperson Meheriar M. Hasan and Managing Director and CEO Tareq Refat Ullah Khan.
Meheriar M. Hasan highlighted that omnichannel banking is a transformation in customer-centric financial services, combining digital convenience with human-centered banking. He emphasized BRAC Bank's commitment to setting new standards in service quality and customer freedom by aligning global practices with local needs.
Tareq Refat Ullah Khan noted that the future of banking depends on understanding customers better and offering them greater control over their experiences. The bank's new model integrates branches, call centers, and digital platforms into a unified service ecosystem, allowing customers to switch channels seamlessly.
A key feature of the system is the availability of customer information and interaction records across different channels, enabling bank officials to provide personalized services. This initiative reflects a strategic shift towards relationship-based banking, focusing on individual customer needs.
BRAC Bank aims to increase customer engagement, attract new customers, and build long-term relationships through this initiative. The bank plans to continue enhancing its technological capabilities to make banking more accessible and convenient while maintaining good governance and service excellence.