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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