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