Day Two: Reading Your Customer’s Mind: Balancing High Tech and High Touch
Tuesday, November 19th, 2019
o Establishing a plan to make sure your customer is aware of the ways they can conduct their banking outside the bank or with an ATM (either via marketing or via branch staff)
o Making all of their regular transactions run flawlessly so they don’t think your new systems/structure are a burden
o Having a staff member in your lobby around to explain new processes to people and having remaining tellers explain to customers wanting to deposit checks or take out cash in line that its much easier to do these at an ATM and show them how
Day Three: Facing the Future Head On: Are You Ready?
Wednesday, November 20th, 2019
Automation is the key to the branch of the future. While ATM’s are one facet of that, given they automate easier transactions, there are other more advanced forms of automation that many financial companies are starting to use, like ITM technology and self-service kiosks that don’t have any employees at them at all. How do you decide what mode of automation your customer needs/wants?
•Do ITM’s make sense for your business?
•What metrics can you use to figure this out? Have you tested ITM’s to make sure they would work for your customer?
•Do you really need the capabilities that they offer?
•Do you have the right staffing model/call center for this to work?
•Are ATM’s still the right fit? How are they working for you? How many do you have?
•Do they have enough capabilities?
•Do they still fit in with your business model and what you’d like to accomplish with your footprint?