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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Sponsored by: Bank Customer Experience Summit

New Branch Model: An Innovative Customer Reception Solution From Auriga

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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 Scotiabank ensures a seamless customer experience at the ATM

At the recent BCX Summit in Chicago, Scotiabank VP Jorge Lemus talked about the evolving role of ATM technology in enabling a great end-user experience.

Sponsored by: Bank Customer Experience Summit

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.

INETCO Analytics software for banking & customer engagement analytics

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.

Video: Retailers dive into technology at Interactive Customer Experience Summit

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

Best-in-Class Anti-Skimming Solution: ECS4-in-1 from ACG!

ACG is proud to offer the premier anti-skimming solution available in the market today. ECS4-in-1 is an award-winning anti-skimming device and the ONLY stand-alone solution with Photo-Sensing Detection Technology.

ANZ SDM Video Case Study

ANZ deployed 800 NCR SelfServ ATMs including Scalable Deposit Module (SDM) over 18 months in an amazing range of locations around Australia. Peter Tilton of ANZ describes how the new SDM ATMs are transforming the customer experience and migrating 50% of over-the-counter- transactions to SelfServ ATMs.

AMIS: 'The Future of Payments' revisited

A video presentation of highlights and insights from the 2015 ATM & Mobile Innovation Summit, Sept. 9–11, in Washington, DC.


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