Step 01 — Context
Banks were buying channels one at a time — and paying for it twice.
A bank buys internet banking from one vendor, a mobile app from another, a CRM from a third, and a chatbot from whoever pitched last. Each arrives with its own integration into core banking, its own authentication, its own audit trail and its own release cycle. The customer feels the seams immediately: a limit changed on the web does not show up on WhatsApp.
The cost of fragmentation is not the licence fees. It is that every channel has to be separately integrated, separately secured, and separately explained to a regulator.