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Entries Tagged ‘Retail Banking’

Improve the Customer Experience—Listen to Your Branches

Even as many financial institutions and retailers decrease the overall number of branches or stores in their network, research shows that having a physical presence is still valued by consumers today. Customers may turn to a digital channel first to complete a transaction—they could attempt a mobile deposit or do an online product search, for […]

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Employees: The Key to Successful Branch Transformation

Some of today’s financial institutions are changing from a traditional staffing model—based on tellers and transactions—to a universal banker model. This is a direct response to consumers’ increasing adoption of digital channels and their desire for advanced advisory services when visiting the branch. This staffing transformation has a wide impact on many aspects of business […]

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The Branch Is Evolving—Not Dissolving

Does it feel like déjà vu every time you read another article predicting the death of the bank branch? There’s no denying that smartphone apps and online banking have had an effect on the bank branch—and yes, consumers are moving to digital channels. But while the number of brick and mortar locations may decline—and how […]

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Facing Difficult Choices, Banks? Do the Math

“If it were easy, everyone would be doing it.” Or, “If it was that easy, anyone could do it.” We all want to keep our customers happy. And, we also want to protect our organization’s bottom line. So what do you do when doing what your customers want is expensive? Take a step back and […]

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Evolve! Bank Branches Can Learn Lessons from Darwin

We’ve all learned about Charles Darwin’s studies on evolution, and heard examples of species that are now extinct because they didn’t learn how to adapt to environmental changes. The same lesson can be applied to branches (the species) in the context of changes in retail banking (the environment) as consumers increase their use of digital […]

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Reflecting on BAI Retail Delivery 2015

Last week, I traveled to Las Vegas for the annual BAI Retail Delivery conference, and spoke with numerous retail banking executives during breakout sessions as well as in the expo hall. The keynote session by ABC’s Shark Tank’s Barbara Corcoran and Robert Herjavec kicked off the conference, sharing their life lessons that could also be […]

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As You Work Toward Digital Transformation, Don’t Forget Your People

One of the most often-used phrases in financial services technology today is “enterprise infrastructure.” In recent discussions with IT executives, I’ve heard them speak of “enterprise data architecture,” “enterprise risk management,” and so on. The phrase stems from the CIO’s need to achieve digital transformation (DX) by leveraging systems across the whole organization. For instance, […]

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Verint Keeps the Focus on the Customer Worldwide in October

Member Care at AARP – Real Possibilities and Real Results October 13; Verint-AARP Webinar Verint’s Scott Hays, vice president, solutions marketing, and AARP’s Brian Clancy, manager contact center operations, will discuss at 1 p.m. ET how the customer journey is made up of many experiences—most of which are the sum of individual interactions and even […]

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The Role of Analytics in Retail Banking

Consumers today expect financial institutions to provide the products and services they need, when and how they want them. The personal connection—or relationship—between consumers and their financial institution has been largely lost as a significant number of transactions and day-to-day interactions move to digital. As a result, banks are coming to realize that re-establishing this […]

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The Way of the Future: Technology and Branch Designs of the Modern Retail Bank

Innovation among retail banks is a slow-going, yet essential part of keeping up with market trends. Currently, Celent is conducting a series of surveys with a selected panel of banking professionals to investigate if and how branch channel transformation is taking place among various retail banks. In our first round of surveys, we sought to […]

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