Future Branches 2019

November 18 - 20, 2019

Hilton Austin, Austin, TX

Min Yun, Director, Customer Research and Planning at MUFG Union Bank

Min Yun

Director, Customer Research and Planning
MUFG Union Bank

Check out the incredible speaker line-up to see who will be joining Min.

Download The Latest Agenda

Day Two: Reading Your Customer’s Mind: Balancing High Tech and High Touch

Tuesday, November 19th, 2019

3:55 PM Panel REMIX: Promoting Adoption of Self Service Options

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

12:15 PM Panel: Picking the Right Teller Machine Technology for Your Branch

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?