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Entries Tagged ‘Retail Financial Services’

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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Customers Driving Rules of Engagement for Financial Services: Infographic and White Paper

What did more than 2,000 American consumers tell us1 made a recent positive customer experience better than their experiences with other companies? 47% felt they dealt with my request quickly 34% said they understood my issue and history 33% felt the person they spoke to was able to make decisions without checking with their manager […]

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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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Putting the Banking Customer in Control

Appointments are really the norm in most businesses today. From Apple® stores1 to urgent care facilities, people are no longer willing to wait several minutes—or even an hour—for service. Customers expect to be able to select the most convenient day, time and location to get the service they desire. They want to be in control. […]

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Omnichannel Customer Engagement Must Consider the Branch or Store Employee

When a customer walks into your branch, they may have a simple transaction to complete, or be interested in learning more about getting a mortgage. Whatever the reason that prompted them to visit a physical location, today’s consumer expects that their bank can help them—and that they can continue a journey that may have started […]

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IDC’s Marc DeCastro Addresses Today’s Bank Branch Challenges [Video]

As most of us know, these are rapidly changing—and quite challenging—times for bank branches. Finding new approaches to doing business with their customers is now a top priority for banks who want to succeed in the long run. We recently sat down with Marc DeCastro, Research Director, Consumer Banking, IDC Financial Insights, to talk about […]

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Achieving Visibility in Branch Operations for Better Decision-Making

Successful (and ongoing) branch transformation is a top objective for today’s retail banking executives. Customer habits are changing with the explosive growth of mobile banking, and fewer customers are visiting branches as a result. And getting it right is more critical than ever. A recent customer loyalty study commissioned by Verint found that although consumers […]

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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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Why Diversity Abounds in New Branch Designs

Branch channel transformation is a complex and expensive undertaking. For all its complexity, however, there are at least two certainties. Namely that 1) it’s no longer optional, and 2) there is no single blueprint. It’s the rich diversity in approaches taken to the important task of improving branch channel efficiency and effectiveness that makes this […]

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