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

Once you’ve assessed the market likelihood to adopt self-service, and evaluated customer behavior across your network, it’s time to examine the transaction mix at each of your branches. Which transactions will you target for migration to self-service? Identify which transactions will work best via the self-service channel and understand how that will impact the remaining teller transaction volume. Keep in mind that not all routine transactions will shift from the teller line

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

The reality is that most banking executives have limited funds for deploying new technology. Even if they had unlimited capital, testing a new model in one location, before deploying it network-wide, is a valuable way to avoid costly mistakes on a grander scale. The question remains, how does one decide where to test the new model? The scenario below offers insight into the first of many factors to be considered… #bestpractices #marketdemographics #consumerpreferences #selfse

Consumers look to branches as a place to get advice and solve problems. What can consumers learn at your branch? As you update or refresh branch design elements, integrate tools that encourage your customers/members to connect with other channels and explore resources that help them along their financial journey. This sample discovery nook [below] not only includes comfortable lounge seating, it also incorporates a community board, digital marketing, tablets, and PCs. #branch

Suzanne recently joined Sean Farrell, CEO of Quality Data Systems, to discuss how financial institutions can promote a culture of engagement. In this podcast, she explains how to elevate engagement at the branch level, how staffing and hiring will change in this new world, and some best practices for getting leadership buy-in. The podcast also touches on the role that cash automation technology and self-service will play in the new branch environment. #universalbanker #engage