Branch of the Future, the digital branch, retail banking transformation, automation of retail banking services, customer experience and journey design, digital financial services and customer experience

1. Barbara Biro – DigitalTransformation & Alternate Channel Specialist

2. made and confirmed by
the Top Management
• You determined the and
the stations of the journey, defined
the Customer Experience
• You have allocated and rationalized
• You have evaluated and prepared
your , communicated
the objectives, confirmed the
resources and the vendor need
• You have provided internal omni-
channel to avoid silo
obstacles
Barbara Biro

3. Alternate Distribution
Channels
•Online Channels
•Mobile Channel
•E-Commerce
•ATM Channel
Physical Distribution
Network
•Branches & Digital
Touchpoints
•Transaction
automation of
Physical Instruments
Direct Banking Channel
& Call Center
•Depending on
interpersonal
communication or
automated message
Technology
•Innovations rolled
out through each
channel and towards
each department
•Communication only
exists on the highest
levels
staff
Barbara Biro

4. to
implement all over the Distribution Channels (Online, Mobile, Call Center, DBC, Machines/Kiosks, Branch)!
– Focus on Migration to be able to focus on business and consultancy.
– Enhance staff awareness first of all. Define where live
assistance, virtual assistance or infographics needed. Revisit charges, implement negative or positive incentivization. Launch
internal and external campaigns.
– Focus on functionality and automation, increase
automated touchpoint availability, Kiosks/ATMs
– Built in paperless options and more lead capture, interconnected with Mobile
Platform. Fully functional and automated, seamless banking. Minimizing manual entry by data auto-population. Face to Face
interaction concentrated on consultancy and business. Align banking with customers’ regular activity within the community.
– Multifunctional employees, empowered with paperless
automation.
– cross-department and cross-system communication and dataflow, fully
automated CMS, integrate all channels with core system for customer recognition, administration input reduction and
paperless flow.
• Integrate Call Center in each Distribution Channel –
– Redesign security to simplify
processes, focus on mobile and ATM.
in each Channel and customer touchpoint.
• Provide through our electronic portals to the
of each customer or customer to be.
Barbara Biro

5. Barbara Biro

6. Technology
Standardized & Branded
Customer Experience
Marketing
Barbara Biro

7. • Disable silo operations
• Interconnect
distribution channels
• Enable lead capture and
generation
• Cross department
knowledge and KYC
management
• Optimize backend
processes
• Optimize Human
Resources
• Optimize collaboration
and workflow
• Integrate Video Chat on
internal and external
platforms
• Standardize and brand
each UI based on the
one corporate message
• Simplify user access and
content management
Barbara Biro

8. What we
would like to
do
What is
available on
the market
What is
doable by
technology
Barbara Biro

9. Barbara Biro

10. Driving to
the
branch.
Waiting for
submission
Submitting
request &
service
Getting
token
from the
CRO.
Filling
out
paper
Forms
Barbara Biro

11. Mobile
Service
Request
Confirmation
of submission
and offer of
branch
appointment
if required
Service:
electronic
approval or
Branch
Customer
Service
Filling out
electronic
forms Auto-
population of
EID info to
minimize
manual entry
Electronic
Submission
Barbara Biro

12. • The enlarged Automated area and the
Customer Service area 1:1
• ATM Lobby equipped with self service
cheque and card managing kiosk, and
Virtual Banking facility.
• No Teller area, the Super Service Desks
empowered with mini cheque scanner for
withdrawals, TCR, modern ATM and
Online Banking Customer UI for service
requests and product applications. Card
reader built in for KYC data capture and
form auto-population. GO PAPERLESS.
• Customer Service Area is designed to
provide consultancy and electronic
banking assistance. Instant printed or
emailed personalized Product Info and
Calculations. No pre-printed material.
Lead capture integrated.
• Digital Content designed for engagement
and cross-selling functionality.
• Each form processed online, no maker
checker needed. Office space can be
offered for Business Banking Customers.
Barbara Biro

13. Barbara Biro

14. Consolidate Roles of Employees - Empower Super Service Desks with Automation
RemoveTellers Focus on Migration
TCR
Mini Bulk
Cheque, ID
& Card
Scanners
Online Banking
UI
Barbara Biro

15. SimplifyProcessesbyNewTechnologyforAuthenticationand
Verification
Wearables – Simplified
Access and KYC
ID Cards/Driving License Biometrics
• Instant customer
recognition
• KYC
• Basic records auto-
population in forms
Barbara Biro

16. A purpose-built machine that can process business transactions in personalized and integrated manner thru
integration with Video Contact Center and Business Support Systems and Applications
Document Scanner Card Reader
Barcode Scanner
Document Deposit
Encrypted PIN Pad
Contactless Card Scanner
21” 16:9 Remote Expert
Video Screen
Speakers
ID Card Scanner/Reader
Phone Handset
19” Application Touch
Screen
Laser Printer
Thermal Receipt Printer
Fingerprint Scanner
Three Cameras (Still, Video, and Surveillance)
Digital Pen
Barbara Biro

17. Cheque Printer
Card Printer
Cheque Deposit
ATM
Barbara Biro

18. BusinessAlignments
1. Blend banking in daily routine
2. Do not limit your services and expect
customers to deal with it without solution
– focus on functional automation
3. Implement multifunctional employees
4. Go Paperless even on the back end
5. Optimize manual entry
6. Embed engagement and minimize cross
selling
Barbara Biro