According to an article in the most recent edition of McKinsey Quarterly, “Transformation is perhaps the most overused term in business. Often, companies apply it loosely — too loosely — to any form of change, however minor or routine.” In the case of bank branch transformation, a successful effort involves a complete rethinking of customer touch...Read More

A better question might be, ‘Should technology drive your branch strategy?’ The answer is a definitive ‘No’; however, it’s easy to get caught up in the whirl of new technology and become seduced by the possibilities. But how does it match up with your core brand promise? Does the newest technology enable you to deliver your...Read More

Retailers have become more adaptive to respond to digital disruption, engage customers and improve competitiveness. Facing similar forces of change, retail banks must do the same. One way that banks can adapt is to learn from retailers’ transformation of in-store experiences. The place to start is with the branch. After all, it is the bank’s...Read More

The rapid rise in digital channels creates opportunities for banking providers to develop more meaningful relationships with consumers by using data to optimize the experience. Not long ago, a bank manager was more than just a person who ran a branch. They were financial advisors, mortgage brokers and trusted confidants. They held a personal relationship...Read More

In the banking industry, the “customer experience” has moved to the forefront over the past few years. Here’s how consumers today perceive their experience with retail banking providers — what banks are doing well, and where improvements are needed. According to 93% of respondents in Protiviti’s second annual Consumer Banking Survey, banks at least meet their expectations. But do...Read More

  With just a few weeks left in the calendar year, 2016 has presented financial institutions with a multitude of growing-edge challenges sure to spill over into 2017. Like: How should banks partner with emerging FinTech players to attract and keep new customers? And: How do financial institutions address their growing concerns over personalized customer...Read More

In 2017 the world will witness the 50th anniversary of the cash machine. (See how the industry is preparing for this milestone.) Popular stories of the genesis of the ATM focus on the device installed in Barclays Bank’s Enfield, London branch as the official introduction to the modern ATM.  A look at the invention and evolution of...Read More