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Customer Engagement

Although we're seeing an increase in its use and function, the term automation is not an entirely new concept. It is an evolving process that adapts as technology develops; it started with data and application integration, moved to rules-based process automation, and now has manifested into ...
Bank branches have gradually evolved over the last decade. In lieu of the traditional brick-and-mortar design with designated teller lines, sales and lobby areas, many banks are transitioning their branches into newer formats to modernize and meet market demand. Today, there are six main categories ...
Even as many financial institutions and retailers decrease the overall number of branches or stores in their network, research shows that having a physical presence is still valued by consumers today. Customers may turn to a digital channel first to complete a transaction—they could attempt a ...
Some of today’s financial institutions are changing from a traditional staffing model—based on tellers and transactions—to a universal banker model. This is a direct response to consumers’ increasing adoption of digital channels and their desire for advanced advisory services when visiting the ...
Does it feel like déjà vu every time you read another article predicting the death of the bank branch? There’s no denying that smartphone apps and online banking have had an effect on the bank branch—and yes, consumers are moving to digital channels. But while the number of brick and mortar ...
“If it were easy, everyone would be doing it.” Or, “If it was that easy, anyone could do it.” We all want to keep our customers happy. And, we also want to protect our organization’s bottom line. So what do you do when doing what your customers want is expensive? Take a step back and do the math. ...
We’ve all learned about Charles Darwin’s studies on evolution, and heard examples of species that are now extinct because they didn’t learn how to adapt to environmental changes. The same lesson can be applied to branches (the species) in the context of changes in retail banking (the environment) ...
Last week, I traveled to Las Vegas for the annual BAI Retail Delivery conference, and spoke with numerous retail banking executives during breakout sessions as well as in the expo hall. The keynote session by ABC’s Shark Tank’s Barbara Corcoran and Robert Herjavec kicked off the conference, sharing ...
Digital Disruption Demands Action - 5 Questions to Ask in the New Workforce Reality October 13; Auscontact Association Webinar Scott Hays, vice president, solutions marketing, will join Fiona Keough at noon AEDT to discuss how the forces of digital disruption and shifting work styles of ...
Consumers today expect financial institutions to provide the products and services they need, when and how they want them. The personal connection—or relationship—between consumers and their financial institution has been largely lost as a significant number of transactions and day-to-day ...
Banks around the world are urgently redefining the role and value of the bank branch in response to changes in consumer channel preferences, particularly digital growth. As a result, banks are transforming how branches are used to support their customers. Ovum recently conducted a survey of retail ...

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