The 'ultimate bank customer experience': Are we there yet?
There's been a lot of talk about millennials and fintech over the past few years. But some in the banking industry are beginning to question whether they really should be treated like a new and exotic breed of retail banking customer.
At the Bank Customer Experience Summit, CarrieAnne Cormier, vice president of operations and strategy at $1.3 billion Avidia Bank, talked with Ricardo Belmar of InfoVista about cardless cash, chat bots, social media, video kiosks and how they all fit into an overall branch strategy that tailors the approach to a banking customer to the preferences of that customer — whatever his or her demographic group.
Today’s new-gen millennials form a significant customer segment who are willing to pay for differentiated services.
Your ATM is an important customer touch point – for revenues, customer experience and customer retention.
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.
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
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.
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.
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.
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?'
In a fast-paced 15-minute presentation, NCR's Andy Aceto explains that the first task in branch transformation is to define the problem. And the solution, he says, 'is not about technology.'
At the 2016 BCX Summit, Julie Conroy of Aite Group discussed the movement among FIs to drive mundane branch transactions to self service devices.
Win customers over one transaction at a time with on-demand banking and customer analytics software from INETCO.
The Interactive Customer Experience (ICX) Summit featured almost three days of education, networking and tours.