INNOVATION CONFERENCE 2017 POWERING BRANCH TRANSFORMATION WITH INTERACTIVE SERVICES Kevin Heatley, Director of Technology, SVP, Gorham Savings Bank Fiona McDade, NCR Global Solutions Management NCR Innovation Conference 2017: Confidential Please use the Innovation Conference Event App to check-in to this session #S723
40
Embed
INNOVATION CONFERENCE 2017 - NCR Global · 2019-05-17 · INNOVATION CONFERENCE 2017 POWERING BRANCH TRANSFORMATION WITH INTERACTIVE SERVICES Kevin Heatley, Director of Technology,
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
INNOVATION CONFERENCE 2017
POWERING BRANCH TRANSFORMATION WITH INTERACTIVE SERVICES
Kevin Heatley, Director of Technology, SVP, Gorham Savings Bank
Fiona McDade, NCR Global Solutions Management
NCR Innovation Conference 2017: Confidential
Please use the
Innovation Conference
Event App to check-in to this
session #S723
Remember when the question was:
“Where do you bank?”
Source: KMPG
Now it’s:
“How do you bank?”
Banks must completely re-orient their business model around their customer
NCR Innovation Conference 2017: Confidential
The consumer is the change
catalyst, driving the demand for mass personalization.
NCR Innovation Conference 2017: Confidential
Connected ExperienceTransform PhysicalAccelerate Digital
Mobile drives convergence
Integrated with all channels
Both service AND sales
Seamless integrated experience
Reposition the branch to focus on advisory, relationship, sales
Digital zones to handle routine transactions
Reallocate savings to more sales
Customer chooses how, when and where
Based on their preferences, needs and lifestyle
Switch easily between channels
Strategies to reduce cost and transform both consumer and staff experience
Virtual interactions are an untapped opportunity.
41% of North American consumers are willing to use remote channels for advice, but only 22% are using them today.
By identifying customers who are most receptive to having virtual interactions, banks can tap into the full potential of the omnichannel experience.
Banking 2017 - The Branch is not dead, it’s evolving…
Source: 2017 ATM and Software Trends NetWorld Media Group
Source: Accenture
Branch Transformation – Showrooms, Stores and Service CentersAt the Heart of Relationship Banking2017 – 2020: Consumers demand Human interactions and Banks increasingly drive relationship
banking, diversify services and accelerate digital transformation.
Banking 2017 - The Branch is not dead, it’s evolving…
Source: 2017 ATM and Software Trends NetWorld Media Group
Source: Accenture
“Today’s ATMs are able to perform up to 90% of teller transactions without an onsite teller”
Branch Transformation – Showrooms, Stores and Service CentersAt the heart of Relationship Banking2017 – 2020: Consumers demand Human interactions and Banks increasingly drive relationship
banking, diversify services and accelerate digital transformation.
Tomorrow’s winners will be characterized not only by their technological prowess, but also by their ability to use that technology to empower their staff.
It is this combination of people and technology that will truly create competitive advantage in the future.