This is Frank. He doesn’t go into banks.
Instead he logs into online banking on his laptop on the way to work. He’ll then settle in when he arrives at the office with a coffee and his iPad. He looks over the latest articles in Linkedin, online magazines, and Facebook.
For the remainder of his day, Frank alternates between his desktop, and mobile phone anytime he needs to learn more about financial products or access his accounts.
Even though Frank took many trips, it’s all the one journey. By the time you call Frank, you should be able to have a highly informed conversation based on every touchpoint Frank engaged with that day.