Day One: July 23rd 2019 Reimagining The Purpose of Your Branch Network
Tuesday, July 23rd, 2019
•If you are truly thinking about the customer, then the challenge becomes being where they need you to be, not building out your own plan and having them acquiesce to it
•If they want to talk about taking out a loan while out at a pizza restaurant, they should have the ability to video chat with someone who can talk them through the options and then have that conversation saved in your core system and be able to walk into a branch in that instant and finish their discussion with someone in branch
•To be able to connect with the customer this way, you need to constantly be thinking how you yourself do your own banking. The goal is for the whole process to feel natural, not forced.
•The branch is a key factor in how the whole buying process typically ends-so it needs to be perfectly customer centric and connected to everything else