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

After assessing consumer preferences across the market, it’s important to investigate how existing customers are currently transacting with the bank’s available distribution channels. Do customers rely exclusively on the teller line? Do they engage through the ATM, online, and mobile banking channels? Do customers who transact at different branches behave similarly in their transactions and channel use? Does one branch stand out as one at which customers rely more heavily on

Engaging branches serve as a physical portal for consumers to connect with advisors and learn about the various ways through which they can interact with your institution. Designing a new branch is a wonderful, and obvious, opportunity to make changes. Even if you don’t have a chance to fully renovate, there are changes you can make to transform the customer experience in your existing space… Here are four key focus areas: Advise – ensure you have knowledgeable staff availabl

How we do our banking, or how we ‘fish’ in the financial world, is changing. The roles of branch associates AND the roles of “alternate channels” are both evolving. Reeducating your customers/members on how to interact with your institution is foundational in transforming your retail delivery network. Communicating with customers about the intended banking experience sets their expectations and helps them feel part of the change, allowing them to comfortably adjust and adopt