How do I choose where to test technology? (Part 2)

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 self-service options?

The answers to these questions will further narrow the focus on the best candidate branches for testing an in-branch self-service solution.

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