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Products, processes and people: The key to successful branch transformation

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Advanced self-service capabilities and innovative new business processes are fine and good, but if your employees aren’t buying the concept of tech-driven service delivery, you can be sure they’re not selling it, either. Some never will, but others just need effective tools and training to come up to speed.

In this session, you’ll learn how the most successful branch transformations have turned tentative employees into enthusiastic tech ambassadors.

Join Jean-Pierre Lacroix, President of SLDNXT, for this insightful panel discussion on engaging employees in your branch transformation.

Published in: Economy & Finance
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Products, processes and people: The key to successful branch transformation

  1. 1. What factors are shaping the branch experience? Jean-Pierre Lacroix President, SLDNXT
  2. 2. Jean-Pierre Lacroix President, SLDNXT Leading the next experiential transformation Defining the future of banking today
  3. 3. No prior tech innovation has had as significant an impact on both bankers and consumers as mobile banking. Replacing the biggest relationship pain-point with unprecedented ease and convenience.
  4. 4. • Technology has not only changed the way people bank . . . • It is changing the way people think
  5. 5. Replacing touch with tech in an outmoded experience does not work well.
  6. 6. Yet, consumers have not been behaving as we were told they would. Customers now use more touchpoints, interacting more often than before. SLDNXT Stealth Attrition National US Study, 2017
  7. 7. Most early efforts centered on teller replacement. Consumers reacted poorly.
  8. 8. 8 Lower engagement and control driving attrition. SLDNXT Stealth Attrition National US Study, 2017
  9. 9. Losing financial advice equity and flight risk to non-banks. 15% 21% 17%4% 19% 22% 3%I don't really think about it A good place to have a checking account A way to manage day to day financial needs A resource for professional financial insight and advice A trusted relationship that has long-term benefits A place I have to use to access my money I do not have a primary financial institution How do you view your relationship with your primary financial institution? Please select one from the list below that is the most appropriate. 41% 23% 36% Other traditional financial institutions Non-traditional financial institutions (Rocket Loans, Lending Club, etc.) Online only banks (direct banking) Thinking to the future, do you see yourself somewhat to seriously considering banking services other than your current providers? SLDNXT Stealth Attrition National US Study, 2017
  10. 10. Lower engagement and control driving attrition. SLDNXT Stealth Attrition National US Study, 2017
  11. 11. Not one unified behavior and loyalty. SLDNXT Stealth Attrition National US Study, 2017
  12. 12. SECTION TITLE HEADLINE | SUBHEAD Final Thought: Self-Disrupt
  13. 13. 4 Individual Ecosystems 14 INTERIOR Ecosystem 1 Millennials & Young Families FINANCIAL PLANNING EDUCATION LOANS FAMILY PLANNING MORTGAGE INVESTMENTS ESTATE & RETIREMENT PLANNING INTERIOR Ecosystem 2 Startup Businesses FINANCIAL PLAN BUSINESS PLAN MARKETING PLAN FAMILY PLANNING REAL ESTATE LEGALSTRUCTURE EMPLOYEES INTERIOR Ecosystem 3 Businesses IT INFRA- STRUCTURE HUMAN RESOURCES BRAND POSITIONING TAX LAWS & LEGAL EXPERTISE EXPANSION PLANS ACCELERATING GROWTH SUCCESSION PLAN INTERIOR Ecosystem 4 Wealth Seekers FINANCIAL PLAN TAX LAWS WEALTH ANALYSIS TRUST & INVESTMENT STRATEGY INVESTMENTS ESTATE PLANNING RETIREMENT PLAN
  14. 14. THANK YOU jplacroix@sldnxt.com WWW.SLDNXT.COM

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