We’ve all seen pictures of ultra-modern branches with Jetson-like features. Many can be mistaken for coffee houses or Apple stores with bright lighting, digital walls, and high-end modular furniture. While these new designs may be pretty, are they functional? It’s no longer just about keeping up with the banking Jones’, it’s about being compared to the retail, food service, and hospitality industries. The consumer experience benchmark has been set by the Amazons, Chick-Fil-As

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

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