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How do I choose where to test technology? (Part 5)

  • the maclean group
  • Mar 9, 2017
  • 1 min read

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 skills will empower employees in this model?

In addition to engaging employees, it’s imperative to educate your customers. Develop a plan for introducing them to the benefits, functionality, and ease of doing business through the self-service technology. Reassure customers that your employees are still there for all their complex needs (and now have more time to focus on them!).

 
 
 

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