IMPORTANCE OF PHYSICAL ENGAGEMENT IN BANKING There is an ongoing, somewhat spirited debate around whether or not physical, in-person engagement is really important in banking today or whether or not it will be in the future.  Credible industry thought leaders are even on opposite sides of the discussion!  One point of view states that branches...Read More

In recent years, we have seen a number of new teller cash recycler [TCR] entrants in the North American marketplace. Each one claims superior performance at a low price. The hardware and software elements that comprise these cash recycling solutions are generally delivered to the market through a network of dealers. Often, these resellers carry...Read More

When savvy financial marketers ponder “What’s next?” transformation very likely comes top of mind as a path to the answer. Transformation could encompass a host of goals: to become more “customer centric,” “digitally led,” implement “agile marketing”—or take on some other equally ambitious organizational change. But here’s the bad news: Statistics show that your business...Read More

Despite the meteoric growth of digital banking solutions, four out of five mobile banking users have still visited a branch sometime within the past month. It’s clear that having convenient branches is still important to consumers, even if they only set foot inside one a few times a year. The key is to configure those...Read More

Q: “Is there an ideal branch format?” A: The “ideal branch” of the future will be fully automated with robots or holograms serving as branch staff. The interior walls will reconfigure at the push of a button to create meeting rooms of different sizes and shapes with chairs popping out of the floor to fit any...Read More

How banks are managing their branch network – particularly when closures are involved – is the subject of much debate at the moment. Closures often prove controversial and there is an inevitable impact on customer satisfaction, but rather than heralding the death of the branch, should we be focusing on how and why the branch concept needs...Read More

That sometimes means downplaying technology – or at least balancing it with the interpersonal side of things. A truly holistic approach to branch transformation is one that focuses not just on technology and software, but on the people and processes that will be most affected by the upgrades. Clients are often surprised when I tell...Read More