Article
Webinar: ATM management in an omnichannel world
Just defining 'omnichannel' can be difficult; making it work with the complexities, regulations and security requirements of self-service can be a colossal task.
October 1, 2015 by Suzanne Cluckey — Owner, Suzanne Cluckey Communications
The concept of omnichannel banking can be the answer to any number of Big Questions confronting financial institutions today:
- How can we differentiate ourselves from our competitors?
- How can we respond to the growing threat of disintermediation from new players in payments and banking?
- How can we provide the kind of exceptional customer experience that ensures maximum stickiness?
- How can we make digital banking so simple and seamless that customers will begin to prefer it to a branch visit for everyday transactions?
For every question omnichannel banking answers for the institution, though, it counters with an equally Big Question for the channel managers who must figure out how to make a seamless banking package deliver on its promise. For the self-service channel, these questions include:
- What does embracing omnichannel mean for the ATM channel and operators?
- How will this affect the way ATMs are managed moving forward?
- What operational risks are associated with delivering an omnichannel customer experience and how do you avoid them?
- How do ATM management solutions need to change to accommodate the self-service experience?
A free webinar on Tuesday, Oct. 6, will offer perspectives from a panel of experts whose jobs are all about answering these questions.
Bob Meara, a senior analyst with the Celent banking practice will set the stage with a look at the elements and objectives of an omnichannel banking framework.
Celent's market research confirms that integrating and coordinating siloed delivery channels will be critical to satisfying ever-increasing customer expectations. Meara will share some of what Celent has learned about the challenges involved in delivering a customized but consistent FI brand experience across all channels and points of interaction.
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Ricky Goodwin, ATM services manager at Regions Bank, will contribute observations from his firsthand experience integrating ATM and self service management solutions into an omnichannel system that extends across 16 states and includes approximately 1,650 banking offices and 2,000 ATMs.
Scott Vukevic, director of North American software sales at NCR will share his experience working with ATM channel managers to ensure that the customers' experience lives up to increasingly high expectations.
"Managers need to be a step ahead of the ever-changing landscape," he said of the challenge of omnichannel implementation — and ongoing management. "This means better projection models for cash use and deposits, predictive servicing, and [making a] device available to the right person when they need it most."
The free webinar will feature a 45-minute roundtable discussion with the panel, followed by a Q&A segment to answer audience members' particular questions. Registration is currently open online.
About Suzanne Cluckey
Suzanne’s editorial career has spanned three decades and encompassed all B2B and B2C communications formats. Her award-winning work has appeared in trade and consumer media in the United States and internationally.
