News

Study: The technologies FIs are using to meld self-service and semi self-service

October 23, 2013

In new a new research report, "Interaction and Advice via Evolving Banking Channels," Mercator Advisory Group looks at the practical ways in which financial institutions are eliminating redundant branches while improving the customer experience overall.

The report discusses new technologies and models that employ self-service and assisted self-service channels to complement branch capabilities and create opportunities for staff to engage customers further for purposes of cross-selling and upselling.

"By leveraging newer technologies like intelligent deposit and deposit automation ATMs, video-enabled ATMs, personal teller machines, kiosks, and tablets to assist customers, FIs have added significant value to the relationship," said Ed O'Brien, director of the Mercator Advisory Group banking channels advisory service and author of the report.

Highlights of the report include:

• statistics from the CustomerMonitor Survey Series by Mercator, studying banking channel use and preferences among U.S. consumers;
• new methods and technologies for FIs to interact with consumers and dispense advice when and where the customer chooses;
• strategies that FIs are implementing to balance self-service and personal interaction in order to right-size branch networks;
• examples of alternative branch designs and configurations developed to serve particular markets.

One of the 12 exhibits included in this report:

Read more about trends and statistics.