Branch transformation goals: Grow revenue, reduce costs, unlock great customer experiences

Feb. 10, 2017

In a fast-paced 15-minute presentation at last fall's Bank Customer Experience Summit, Andy Aceto, director of market intelligence for NCR Financial Services, explained that the first task in branch transformation is to define the problem, not to tackle the solution: "There's a saying that a problem well-defined is a problem half-solved, and I'm a big believer in that," he said.

Aceto is also a big believer in seeking the answer to that problem in terms of customers, not machines. An FI debating whether to opt for video teller devices might say, "'Let's ask our customer if they'd use video.' Wrong question. The right question to your customer is, 'Would you value extended hours for teller services?'"

View the 2017 BCX summit agenda online to find out what we'll be talking about this September in Chicago.


Topics: ATM Innovation, Bank / Credit Union, Branch Transformation, Manufacturers


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Branch Transformation and Self-Service Banking

Assisted self-service is central to the branch transformation process. At the "Branch Transformation" conference in London, Auriga presented an innovative omnichannel approach to assisted self-service devices, allowing customers to conduct various operations autonomously, faster and more effectively.

New Branch Model: An Innovative Customer Reception Solution From Auriga

Soon it will be possible, when visiting a modern bank branch, to experience an innovative solution that transforms and optimises the branch visit experience. It will allow visitors - both current customers and potential customers - to gain immediate access to all branch services and to choose the method they prefer to access the service they want.

Driving Bank Branch Innovation

Auriga is focusing internationally, and chose the Branch Transformation conference in London to launch its two new solutions: WWS Customer Management to improve the reception and service customers receive in a branch and WWS Cash Management to ensure banks manage cash more efficiently.

How BMO used a 'smart campaign' to introduce digital innovation

With four major digital initiatives to introduce in just two weeks, BMO marketing execs were confronted with the question, 'How do we bring this all together and reinvent ourselves in a way that breaks through the clutter ... and doesn't overwhelm our staff?'

How FIs are 'repurposing' technology in the branch

At the 2016 BCX Summit, Julie Conroy of Aite Group discussed the movement among FIs to drive mundane branch transactions to self service devices.

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Win customers over one transaction at a time with on-demand banking and customer analytics software from INETCO.

The 'ultimate bank customer experience': Are we there yet?

At the BCX Summit, CarrieAnne Cormier of Avidia Bank talked about the importance of serving customers with the right balance of high-tech and high-touch.

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The Interactive Customer Experience (ICX) Summit featured almost three days of education, networking and tours.


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