The omni-channel customer system is the communication system between enterprise and customer via multiple channels such as mail, email, SMS, and mobile. The omni-channel customer system complements each other channel through the integration of each channel. The purpose of this research is to derive key factors and calculate the weights that a financial enterprise considers when adopting the omni-channel customer system. For this research, we analyzed the request for proposal documents used for the omni-channel customer system implementation projects in the financial enterprise. Also, we derived, classified, and stratified the key factors to be considered for the introduction of the omni-channel customer system in the financial enterprise. As a result of analyzing the key factors, customer experience, operations, and security were identified as the components of the top category in introducing the omni-channel customer system in the financial sector. Furthermore, the weight for each key factor was calculated by using ANP. As a result of ANP, operations, customer experience, and security were important in order. Also, the degree of easiness for connecting with other systems and the various abilities for representing the contents of the omni-channels were derived as the important key factors.

1. 서 론
2. 이론적 배경
    2.1 멀티채널 vs. 옴니채널
    2.2 옴니채널 고객 시스템 도입전략 연구
    2.3 고객관계관리와 고객 경험
    2.4 ANP 방법론
3. 금융권 옴니채널 선정 기준
    3.1 금융권 옴니채널 선정 기준 연구 프레임워크
    3.2 중요 구축 요소 수집 단계
    3.3 중요 구축 카테고리 설정
    3.4 ANP 모형 설계
4. 옴니채널 고객 시스템의 중요 구축 우선순위 결정
    4.1 카테고리 별 중요도 가중치 도출
    4.2 하위 구축 요소별 중요도 가중치 도출
    4.3 중요 구축 요소의 가중치 분석
5. 결 론
References

• Hyun-Cheon Hwang(서울과학기술대학교 IT정책대학원) | 황현천
• Woo-Je Kim(서울과학기술대학교 IT정책대학원) | 김우제 Corresponding Author