Self-service banking through digital channels will be a major beneficial influence on the role and design of the branch of the future, according to a new study and guide unveiled this week by the ATM Industry Association.
“Best Practice in Branch Transformation offers an inside look at trends in 21st century bank branch strategies to meet the challenges of multi-channel convergence in our era of customer owned devices co-existing with traditional self-service terminals and rapidly changing branches,” ATMIA CEO Mike Lee said in a press release announcing the study.
Authored by international banking consultant David Cavell, the detailed manual discusses specialized branch types, staffing issues and new branch design.
“ATMIA felt there was a need to make recommendations at an international level so banks can optimize their transformational strategies going forward,” Lee added.
The study analyzes each of the new channels, customer engagement with branch technology, customer-activated terminals, self-service facilities, the future of the bank branch, the role of the bank brand and other critical success factors, the association said.
“Customer-facing technology can now handle all types of branch service and sales transactions, and this must be the point from which any transformation project starts,” Cavell stated in the study's executive summary. “Convergence will see this new generation of devices also take over the roles of traditional desktop terminals and emerging concepts, such as smart television. It will also demand a coordinated approach to navigation, image, graphical displays and the allocation of functionality.”
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