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


Auriga Self-Service Banking 2017

Mark Aldred from Auriga speaks to us at Self-Service Banking 2017

Adding value with fintech: What's in it for the customer?

At the BCX Summit, Darren Easton of CFSI explained that technology is only as great as its ability to prove to customers that their FI cares about their financial health.

Sponsored by: Bank Customer Experience Summit

David Smith at ATM & Cash Innovation Europe 2017

David Smith at ATM & Cash Innovation Europe 2017

Watch highlights from this year's Bank Customer Experience Summit

Bank executives gathered in Chicago last month to listen to keynotes and panels about evolving consumers' expectations when it comes to their banking relationships.

C-speak: Stemming the rising tide of card-not-present fraud

ATM Marketplace editor Suzanne Cluckey sat down recently with Brad Wiskirchen and Rich Stuppy of Kount, a fraud prevention company, to talk about results of their annual mobile payments and fraud survey and about the trends now influencing the market.

Retail banking execs learn new ways to woo, wow and win customers at the 2016 BCX Summit

This fall, retail financial services executives from the US and beyond convened at the Bank Customer Experience Summit in Chicago to learn more about the latest banking trends and the customer attitudes driving them. But it wasn't all work, as our highlights video proves.

Sponsored by: Bank Customer Experience Summit

Issuance Video

Today’s new-gen millennials form a significant customer segment who are willing to pay for differentiated services. Banks that can quickly gear up to offer value-added products are more likely to succeed in this new normal.

ATM Services Video

Your ATM is an important customer touch point – for revenues, customer experience and customer retention.

Hosted Services Video

Rapidly evolving banking technology, introduction of new age channels and aggressive competition require banks to make significant investments in infrastructure, technology, and inter-operable payment channels and resources.

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.


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