Day Two: Reading Your Customer’s Mind: Balancing High Tech and High Touch
Tuesday, November 19th, 2019
Automation is 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?
•What metrics can you use to figure out if ITM’s will work for you?
• Have you tested ITM’s to make sure they would work for your customer?
•Do you really need the capabilities that they offer?
•Have you thought about how they fit in with the rest of your business model?