Microsoft Bank Branch of the Future

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A Microsoft Banking and Capital Markets White Paper

The bank branch of the future

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The bank branch of the future

Contents
Redefining the role of branches 4 > Case study: Nascent Digital — understanding customer needs 8 > Article: The Fiserv perspective — information convergence, interaction specialization and the importance of integrated channels 10 Recognition — selling to a market of one 12 > Case study: CRM at Wintrust Financial and Fiserv 14 > Case study: Customer-centric at the core — First Citizens National Bank and Harland Financial Solutions 15 Engagement — creating memorable touch points 16 > Case study: Digital signage at Reflect Systems and Best Buy 18 > Customer use scenarios: Microsoft Surface at Barclays Bank and Royal Bank of Canada 21 > Case study: Streamlining communications at Fidelity 22 Origination — developing new business opportunities 23 > Case study: Predictive analytics at U.S. Bancorp with Portrait Software 25 > Profile: Secure paperless banking with digital signature from Topaz and AssureSign 26 > Case study: Incentives at Bank of the West and Varicent 27 Service — taking customers to the next level 28 > Case study: Next-generation self-service at BBVA with NCR 30 > Case study: Espirito Santo creates a better banking experience with CRM and a 360 degree, integrated view of the customer 31 Innovation — developing new products and services with customers 32 > Case study: Social computing at NewsGator and CME Federal Credit Union 34 Bringing it all together — technologies of channel integration 35 > Article: Creating a consistent customer experience through channel synchronization 36 Having a vision for the future 39 > Profile: Helping customers succeed with ARGO 40 Realizing the branch of the future 41 Microsoft partners appearing in this paper 42

Microsoft in Financial Services
Financial services is a major industry for Microsoft® Corporation. Our commitment to the industry comprises client-dedicated accounts teams, and technology and industry specialists. Our solution areas embrace almost every facet of the industry, including client experience, governance, risk and compliance, payments, and operating capabilities. The U.S. Financial Services industry group led by Ben Narey is responsible for developing financial services solutions combining Microsoft capabilities with those of our partners, for our U.S.-based banking clients. This is one in a series of thought leadership papers designed to share insight into leading industry issues and help our clients realize their vision of the future.

www.microsoft.com/financialservices

The bank branch of the future

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A message to our customers and partners
After a significant period of expansion, banks are finding current market conditions tough to say the least. Putting customers first is the right response, and the branch is the place to do that. But the role of branches is changing dramatically. Transactions are moving to the Internet, so customers may have fewer reasons to visit branches. In addition, new technologies, such as social networking and personal financial management (PFM) tools, are transforming the relationship with customers, forcing banks to develop new ways to create the right customer experience while empowering customers and giving them more control. If branch visits are less frequent, they must become more valuable and more interesting. The days of existing and potential customers walking into branches and not being recognized or effectively engaged are over. A new era of personalized financial services is forcing banks to sell to a market of one. This means understanding customer needs and addressing them appropriately. This also means moving from a reactive sales model to a proactive one, where customer needs can be anticipated in advance. Thanks to changes in technology, customer expectations of the experience they should receive when they visit the branch are rising all the time. But just filling...
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