Choosing the branch at which to conduct the pilot and purchasing the technology are truly just the first steps in the process of implementing a new branch model. Institutions that are most successful in integrating technology in their branches, and generating a return on investment, take the time to think through the choreography of the customer experience in the new model. Have you thought about: Where employees will stand? When they will engage with the customer? What skill

Selecting a branch that is already prime for adopting self-service will help kick start your technology integration efforts. The first three steps in this strategy challenge focused on answering the following questions: How likely are market consumers to use self-service channels to conduct their banking activities? What proportion of Sample Bank’s existing customers rely on each available channel? What is the transition mix at each branch? How many transactions can be target