Branch Transformation: Main Trends and Drivers Survey |
With this research, Auriga aims to investigate the main causes of disruption to the traditional branch model, and the distribution strategies banks are adopting — or planning to adopt — in order to achieve greater efficiency while constantly improving the customer experience.
Another purpose of the research is to understand changes in the self-service channel and the teller platform that have resulted from branch transformation, and to examine the dedicated role of advanced ATMs, known as “Assisted Self-service Devices” (ASDs) or “Assisted Self-service Terminals“ (ASSTs).
At these machines, customers can carry out self-service transactions and perform other banking tasks with in-person assistance from branch staff who monitor devices via tablets, or with remote assistance from a bank representative via two-way video conference.
Assisted self-service can transform and optimize branch processes. Implementing assisted self-service can entail close integration between the ATM and the other bank channels, interaction with the teller platform and video systems, and new hardware such as integrated tablets.
How can advanced software and hardware solutions help financial institutions to maximize branch processes, sales and customer experience opportunities across a range of devices — i.e., assisted self-service; ATMs; digital signage; kiosks; smartphones; and tablets?
Additionally, how can banks integrate physical and digital channels in order to achieve a truly omnichannel "phygital" strategy?
And finally, what do banks expect from service automation and how do they envision the bank branch of the future?
Another purpose of the research is to understand changes in the self-service channel and the teller platform that have resulted from branch transformation, and to examine the dedicated role of advanced ATMs, known as “Assisted Self-service Devices” (ASDs) or “Assisted Self-service Terminals“ (ASSTs).
At these machines, customers can carry out self-service transactions and perform other banking tasks with in-person assistance from branch staff who monitor devices via tablets, or with remote assistance from a bank representative via two-way video conference.
Assisted self-service can transform and optimize branch processes. Implementing assisted self-service can entail close integration between the ATM and the other bank channels, interaction with the teller platform and video systems, and new hardware such as integrated tablets.
How can advanced software and hardware solutions help financial institutions to maximize branch processes, sales and customer experience opportunities across a range of devices — i.e., assisted self-service; ATMs; digital signage; kiosks; smartphones; and tablets?
Additionally, how can banks integrate physical and digital channels in order to achieve a truly omnichannel "phygital" strategy?
And finally, what do banks expect from service automation and how do they envision the bank branch of the future?