“SERVICE” – Our Last Name, Our First Priority!
“SERVICE” – Our Last Name, Our First Priority!

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Universal Banker
Not all that long ago—and perhaps it’s still the case in some corners—bank branches were targeted by cost cutters, who viewed physical space as hopelessly outdated in the digital world. But a problem emerged: “You can only cut so much cost before you basically lose your customers,” says Kerim Tumay, vice president of marketing for Kiran Analytics....
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Even as digital banking gains ground, many customers still prefer human, face-to-face interaction for complex products such as mortgages and investments. And while 60 percent of banking customers use digital channels, online banking only generates 25 percent of sales, according to research by McKinsey & Company. Make no mistake: Branches remain relevant. But as with any...
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Electronic Mini-Branches containing multiple ATMs and other self-service equipment provide a low-cost way for FIs to grow and expand service without the expense of building and staffing large branches. “The concept of unattended Electronic Mini-Branches with video links to remote customer service and sales staff has been around for over 20 years,” said international retail...
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No question about it, today’s customers enjoy the convenience of online banking services. But that doesn’t mean they are ready to part with the nearest branch of their bank. After all, that’s where they go to inquire about loans, explore savings options and rent a safe-deposit box. It’s also where they go to meet face-to-face...
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1. Omnichannel is table stakes. Nearly everyone agrees that a true omnichannel experience is a requirement to succeed in retail banking. “The industry is doing pretty well providing real-time data for monetary transactions in all channels,” Kerstein believes, but he sees limited integration on customer service. “Most institutions still lack the ability to start an...
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  If the technology had existed in 1905 surely master architect Frank Lloyd Wright would have created a mobile app for the landmark bank he designed in Dwight, Ill., as part of his signature organic effort to bring the outside indoors. A century later technology informs design, prodding banks to reinvent customer convenience in redesigned...
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It’s clear the decline in branch transactions has big implications for branch staffing and organizational roles. Most branches today need only universal bankers, who can perform both sales and service transactions. But many banks are stuck with an old, outdated model where historically defined roles dictate staffing, rather than the demands of customer arrivals. Here’s...
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