An analysis of thousands of branches shows a staffing-traffic mismatch. But refining the universal banker role can lead to revolutionary results.
Using the term ‘omnichannel’ simply highlights the fact that most banks have failed to become digital at their core.
Bankers are challenged to a strategic reorientation as digital becomes a stronger driver of core banking relationships and the branch is recast in a more specialized role.
When marketing to millennials, banks need to provide the right balance between high-tech interaction and personalized service.
The branch of the future needs an upgraded 'middle' IT environment to ensure that banks can manage their business rules cohesively.
To avoid incurring substantial fines as well as customer frustration, bank call centers need to make sure their account databases contain accurate phone numbers.
A bank’s real estate strategy should utilize customer data to drive informed decisions about branch size and location.
U.S. banks can learn from ATM innovations seen in other countries.