Future Branches 2019

November 18 - 20, 2019

Hilton Austin, Austin, TX

Molly Buchanan


Vice President, Customer Experience Manager
US Bank

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

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