What It Will Take to Have Interactive Tellers Catch On with Consumers
For institutions, ITMs help with staff shortages, market growth and branch efficiency, but few consumers use them. Those that do, like them.
Articles about bank and credit union branch design, architecture, interior design, branch merchandising, ATMs, video tellers, interactive teller machines, branch technologies, and retail branch experience strategies in banking.
As it builds branches to push into new markets, BofA focuses on gathering deposits and dispensing advice. The bank also revamped older branches to remove teller lines.
For institutions, ITMs help with staff shortages, market growth and branch efficiency, but few consumers use them. Those that do, like them.
Selective network expansion can still make sense but banks must prepare as stimulus funds impact gets wrung out and reality returns.
Next-generation management puts more chips on digital for all customers, but sees a critical role for humans on the business-banking side.
Why debate the viability of branches when the whole point is convenience? New data verifies that channels are not what consumers care about.
In spite of Covid's economic impact and the growing shift to digital banking channels, the industry has seen only modest erosion.
Timing and strategy are equally important as banks and credit unions address needed changes to their physical footprint and technology.
The meaning of 'convenience' evolves as more consumers adopt online and mobile banking but still frequently crave face-to-face meetings.
Weakness in any of these critical banking factors will make performance plummet. Find out what to fix first and revenues may improve.
Banks and credit unions should be adopting this human-ATM hybrid should be sure consumers won't walk right past them.
Banks and credit unions are taking a closer look at ITMs not only for drive-through use, but as a low-cost way to expand their footprint.
Why should you close that branch? Why open a new one? If you can't answer such questions, you haven't got a network strategy.
Financial institutions share ATMs, why not branches? Many credit unions do and the practice could actually help trim branch networks.
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For the banking industry to transform from a branch-based model to a digital ecosystem requires technology, collaboration and a focus on experiences.
Consumers still want to talk to live bankers when it comes to advice and education, says Citi branch network chief.
Digital signs should improve in-branch marketing, communications and customer experience. But do they? Here's how to avoid common pitfalls.
Branch network optimization is complex, but done correctly by harnessing data and customer experience research, it is highly rewarding.
Out of sight truly means out of mind for banks and credit unions, even as digital channels grow. Big bold labels still matter.
Three factors are key: realistic cost assumptions, an outside-inside strategy, and staff understanding of the new look, name and focus.
Following the Covid-19 pandemic, many banks and credit unions rethought their branch strategy. Bank branch as a delivery model is key to growth in banking, says Citi's Mindy Mercaldo.
In fact, a bigger question is whether the banking business itself is actually ready for an industry that's branchless and completely remote.
The big retail bank's experience proves a digital + physical strategy not only works, but could be the key to capturing Gen Z.
The best way to slow inevitable attrition is to provide viable alternative channels like ATMs, ITMs, online and mobile long before cutting.
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