Day Two: Reading Your Customer’s Mind: Balancing High Tech and High Touch
Tuesday, November 19th, 2019
Avoiding bright shiny object syndrome is the name of the game in branch banking today. It’s easy to get caught up in the excitement of a new piece of tech, but are you truly thinking about how it can be useful for your customers? Or how it can help your employees service your customers? Join this session with CEO Brad Green - who leads the strategy for reimagining branches at Listerhill Credit Union- he will be talking about:
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?