Branches and Self-Service

A sophisticated crime where thieves install malicious software and/or hardware at ATMs—and force the machines to spit out up to 40 bills every 30 seconds—has for some time threatened banks in Europe and Asia.

So, then: Was 2017 a triumph or a trash fire? In at least one sector, it was a literal fire sale—as the precipitous (if long-predicted) demise of the retail store made headlines, even as e-commerce titans such as Amazon made a mint.

For many banks, retail is in danger of becoming a zombie business.

Much press coverage has been devoted to the dominance of digital banking channels and how it almost renders the physical bank branch network obsolete.

Predicting key trends in any industry—and financial services is no exception—means taking to account uncertainty, reality and possibility.

Branch transformation is hot.

The oft-debated topic of branches often begs for clarity–so where to start looking? The area of data analytics holds a crucial key, as it can inform a host of decisions from staffing levels to taking care of customers in peerless ways.

You know how you hate to dial into a bank contact center and navigate all those artificial intelligence prompts before talking to a human? Well, the bad guys know how much you hate it.

Banks and their branches have always innovated: the ATM, which turned 50 in June, didn’t appear out of nowhere.

Getting customers to use more efficient channels can help a bank’s bottom line—but banks have to do it right.