That expectation, which a few years ago seemed like a pipe dream, has now become a competitive imperative for banks, fintechs, and processors.
According to the Inter-American Development Bank (IDB) report Beyond Cash: The Digital Payments Revolution in Latin America and the Caribbean (2024), the adoption of digital wallets in the region rose from approximately 11% in 2021 to 36% in 2024. However, a significant percentage of users continue to combine these methods with physical cards, transfers, or ATMs. This hybrid behavior confirms a key trend: customers do not want to choose between channels; they want them all to function as one.
Omnichannel: more than presence, a technological capability
In an environment where digitization is advancing at a rapid pace, many financial institutions still conceive of omnichannel as a strategy of “presence” on multiple platforms. But the real transformation occurs at a deeper level: in the technological infrastructure that connects, coordinates, and ensures the consistency of each interaction.
Offering an omnichannel experience is not about having a modern app or an efficient website, but rather about synchronizing operations across physical, digital, and mobile channels. To do this, institutions need systems capable of processing, authenticating, and reconciling transactions in real time, regardless of their origin.
This is where technological orchestration becomes the strategic backbone of the experience. Solid orchestration allows banks to respond with the same efficiency and security at any point of contact—an app, a POS, an ATM, or a wallet—without the user noticing any differences.
From technology to business: the value of a frictionless experience
In the payment experience, user confidence depends on a single factor: that everything works. Every interruption, error, or delay has a direct impact on brand perception and service profitability.
Therefore, achieving a frictionless experience requires not only innovation but also control. Automated testing, data tokenization, connectivity with local and international networks, and NFC technologies are now fundamental pillars for offering secure, agile, and consistent operations.
Institutions that understand this equation are managing to transform the customer experience into a real competitive advantage: they increase loyalty, reduce operating costs, and accelerate the launch of new products to the market.
AZ7®: orchestration that drives omnichannel capabilities
In this scenario, CLAI PAYMENTS® Technologies supports financial institutions in their evolution toward a fully omnichannel experience with its AZ7® solution: a payment orchestration platform designed to unify physical and digital media under a single infrastructure.
With AZ7®, organizations can integrate POS, ATMs, wallets, apps, and digital channels into a single operating environment, ensuring that every transaction flows with the same agility, security, and consistency. The solution incorporates advanced integration and experience testing capabilities, support for NFC payments and mobile tokenization, and direct connectivity to local and international networks, consolidating the interoperability required by the new financial ecosystem.
The result is a truly omnichannel experience, where technology is no longer a support but a driver of growth.
Omnichannel is no longer a trend: it is the standard that will define the future of financial services. In the new e-book from CLAI PAYMENTS® Technologies, we explore the technological and strategic keys to achieving an integrated, fluid, and secure experience, from the convergence of payment methods to testing to ensure frictionless operation.
Discover how your institution can transform the customer experience with the power of omnichannel orchestration.
