Augmenting In-Branch Experience Analysis

2. Augmenting In-Branch Experience
While banks are shutting down redundant branches to save costs, branches are not going to disappear any time soon as customers prefer branches for complex tasks such as taking out mortgages.
Wells Fargo bank has launched a smaller and smarter branches format “neighborhood store”, located in areas where customers usually shop. Banks can deploy the latest technology to improve the in-branch ambience and experience. Some banks have begun to provide free Wi-Fi, iPads and large touch screens at their branches for customers to learn more about the bank, and about using apps, payment services, etc. Banks can explore newer technologies such as Apple’s iBeacon to send branch information such as the nearest ATM, waiting
so that they can more effectively serve customers. By understanding customers’ channel usage and preferences, banks can provide customized services via those channels.
3. ATM
Banks are experimenting with ATMs that allow pre-staged withdrawals using smartphones, cardless transactions and live video chat with employees even after working hours and other features for the convenience of customers.
Now Genmega has developed a decision making engine that fairly accurately determines the overall validity of a check and are capable of verifying your check and dispensing the cash accordingly.

4. Leverage Customer Data
Banks are sitting on enormous amounts of customer data – ranging from demographics to their current financial requirements, their clicks, searches, swipes, comments on social media, etc. – that can be mined to gain valuable business insights. However, most banks still operate in product silos with legacy systems. As a result, customer data resides on disparate systems that do not talk to each other. This gives rise to data discrepancy resulting in poor customer management.and prevents banks from gaining a unified view of
Connected: Provide a seamless experience (one interaction leading to another without interruption) across channels and devices so customers will feel positive about their digital experience with their respective banks.

4. Relevance: Deliver superior service to customers by developing digital applications that recognize contextual signals and engage customers accordingly. For instance, the bank’s locator application on a customer’s mobile device should recognize that he is abroad and provide information on the nearest branch or ATM machines.

5. Available: Deepen the relationship with customers by giving them access to digital services, tools and virtual relationship managers across all channels and devices.

Here are some examples of banking and financial companies who have established innovation programs that spur customer engagement and drive business results.

CaixaBank, Spain launched Online and Multi-device Service for Bill Payment as response to customers asking for improvements in paying bills through their bank accounts. The service warns customers about incoming bills in case they don’t have enough money in their accounts. CaixaBank sought customers’ input in every