Day Two: Reading Your Customer’s Mind: Balancing High Tech and High Touch
Tuesday, November 19th, 2019
o Have you found the ideal balance between self service, assisted self service or full teller service?
o Does it vary by location based on the customers that visit each?
o Are you thinking customer first when thinking about this blend, given the preferences of different age groups?
o How does your branch channel weave in with the rest of your channels? Have you given your customers enough ways to interact with you in person and online?
o Given the renewed focus on personalization in banking and the desire for creating deeper personal connections with customers, have you changed your strategy at all?
o Are your staff members equipped with the right skills and technology to have these important conversations?