Numerous information technology (IT)-based innovations from automated teller machines to electronic banking have already changed the customer-bank-interaction. Banks learned that these innovations require close integration with the existing channels, processes and systems in the front as well as in the backend. In view of a still dynamic pace of technological evolution, this research provides an overview of existing innovations in banking which have more recently spread especially in Germany and Switzerland. Based on these examples a framework is developed for vertically and horizontally integrating these innovations in existing architectures in banking.
Möwes, Till; Puschmann, Thomas; and Alt, Rainer, "Service-based Integration of IT-Innovations in Customer-Bank-Interaction" (2011). Wirtschaftsinformatik Proceedings 2011. 102.