The document discusses branch transformation in the financial services industry. It states that $16 billion will be invested globally in branch transformation in 2017. Effective branch transformation requires focusing first on people by training staff for new roles, then optimizing processes to support expanded staff roles, and ensuring the physical branch design complements the new approach. Key technologies discussed for branch transformation include cash recyclers to automate transactions and free up staff, and video capabilities to expand customer engagement opportunities but not replace face-to-face interaction, which many customers still prefer. The transformation requires a holistic approach across people, processes, and physical properties.
A medelius bai article_no-nonsense branch of future_2015Augusto Medelius
Financial institutions are often tempted to adopt what other institutions do, without careful consideration whether such actions are best to impact the target market and leverage the organization's own assets and resources. Many institutions engage in expensive efforts to modernize branches, with unclear results and payoff.
The challenge is that many institutions lack formal criteria to approach change, which requires answering three questions: what do you want to achieve (for example, reduce costs or drive sales), what are your target market wants/needs (such as faster transactions or easy access to capable personnel) and what can you do well, taking into account budgets, management, internal culture and capabilities? As these answers emerge, the right approaches can then be defined and deployed.
This article shows how the industry is evolving, what challenges it is facing, and what opportunities exist to deploy viable approaches to optimize performance and drive market impact.
Bank of the future: Digital Transformation StrategyNawaf Albadia
A guide to planning and executing Digital Transformation Strategy to build your Digital Bank of the Future. A framework to implement digital experience, digital business and digital innovation
While traditional banks contend with inflexible legacy IT systems, the transformational ones deploy Agile methods to significantly reduce their time to value and make the organization more flexible as a whole.
Transformation is difficult and digital transformation is even harder.
A Word About Dynamic Supply Chains Delivering value through people.docxmehek4
A Word About Dynamic Supply Chains: Delivering value through people
By
John Gattorna
The key to successful supply chain management is recognising that it’s people who really drive the living supply chains that are at the heart of businesses. In this article, Dr. John Gattorna, author of
Dynamic Supply Chains: delivering Value Through People, 2nd edn, FT Prentice Hall, Harlow, 2010
, gives an overview of what he calls Dynamic Alignment: the principle of matching changing customer needs and desires with different supply chain strategies.
Opening comments
One thing is for sure. We are going to have to radically change our ideas about the design and operation of enterprise supply chains if we are to break the shackles and get to the next level of operational and financial performance in the immediate year ahead. This is not an option; it is mandatory. In essence, the world has changed so much over the last 15 years that conventional methods are no longer sufficient. The world of markets has become much more volatile, and under such conditions the old assumptions no longer stand up to scrutiny.
The way forward is there for all to see. We must cast off all the denial and come to terms, finally, with the notion that it is people (and their behaviour) that drives supply chains. All others are just enablers. So it is necessary to look at the problem of designing and operating tomorrow’s supply chains by examining three areas of human activity along typical enterprise supply chains, and all enterprises have supply chains.
“We must re-interpret the marketplace, and look for ways to understand and codify what customers (and consumers) are telling us when they set out to buy products and services.”
1. We must re-interpret the marketplace, and look for ways to understand and codify what customers (and consumers) are telling us when they set out to buy products and services;
2. We must do likewise at the supply end of the channel, and look for new ways to understand the underlying capabilities and expectations of the suppliers we draw on for raw materials, components, sub-assemblies, and packaging;
3. And finally, we must learn much more about the internal cultural capability in our businesses, represented by the employees, management, and leadership.
If we are able to ‘align’ all three of the above described components of the supply chain, we will achieve a quantum improvement in bottom-line results through improved service levels and satisfaction at both ends of the supply chain, and lower cost-to-serve through improved internal configurations.
This article attempts to give you some idea of how all this can be achieved by drawing on various excerpts from the book itself. If you want more detail you will have to read the whole book, from cover to cover.
Customer Conversations
1
The clear message is that customers, and customers alone, are the ultimate frame of reference when you are designing and operating enterprise supply chains. To convert the rhetor.
A medelius bai article_no-nonsense branch of future_2015Augusto Medelius
Financial institutions are often tempted to adopt what other institutions do, without careful consideration whether such actions are best to impact the target market and leverage the organization's own assets and resources. Many institutions engage in expensive efforts to modernize branches, with unclear results and payoff.
The challenge is that many institutions lack formal criteria to approach change, which requires answering three questions: what do you want to achieve (for example, reduce costs or drive sales), what are your target market wants/needs (such as faster transactions or easy access to capable personnel) and what can you do well, taking into account budgets, management, internal culture and capabilities? As these answers emerge, the right approaches can then be defined and deployed.
This article shows how the industry is evolving, what challenges it is facing, and what opportunities exist to deploy viable approaches to optimize performance and drive market impact.
Bank of the future: Digital Transformation StrategyNawaf Albadia
A guide to planning and executing Digital Transformation Strategy to build your Digital Bank of the Future. A framework to implement digital experience, digital business and digital innovation
While traditional banks contend with inflexible legacy IT systems, the transformational ones deploy Agile methods to significantly reduce their time to value and make the organization more flexible as a whole.
Transformation is difficult and digital transformation is even harder.
A Word About Dynamic Supply Chains Delivering value through people.docxmehek4
A Word About Dynamic Supply Chains: Delivering value through people
By
John Gattorna
The key to successful supply chain management is recognising that it’s people who really drive the living supply chains that are at the heart of businesses. In this article, Dr. John Gattorna, author of
Dynamic Supply Chains: delivering Value Through People, 2nd edn, FT Prentice Hall, Harlow, 2010
, gives an overview of what he calls Dynamic Alignment: the principle of matching changing customer needs and desires with different supply chain strategies.
Opening comments
One thing is for sure. We are going to have to radically change our ideas about the design and operation of enterprise supply chains if we are to break the shackles and get to the next level of operational and financial performance in the immediate year ahead. This is not an option; it is mandatory. In essence, the world has changed so much over the last 15 years that conventional methods are no longer sufficient. The world of markets has become much more volatile, and under such conditions the old assumptions no longer stand up to scrutiny.
The way forward is there for all to see. We must cast off all the denial and come to terms, finally, with the notion that it is people (and their behaviour) that drives supply chains. All others are just enablers. So it is necessary to look at the problem of designing and operating tomorrow’s supply chains by examining three areas of human activity along typical enterprise supply chains, and all enterprises have supply chains.
“We must re-interpret the marketplace, and look for ways to understand and codify what customers (and consumers) are telling us when they set out to buy products and services.”
1. We must re-interpret the marketplace, and look for ways to understand and codify what customers (and consumers) are telling us when they set out to buy products and services;
2. We must do likewise at the supply end of the channel, and look for new ways to understand the underlying capabilities and expectations of the suppliers we draw on for raw materials, components, sub-assemblies, and packaging;
3. And finally, we must learn much more about the internal cultural capability in our businesses, represented by the employees, management, and leadership.
If we are able to ‘align’ all three of the above described components of the supply chain, we will achieve a quantum improvement in bottom-line results through improved service levels and satisfaction at both ends of the supply chain, and lower cost-to-serve through improved internal configurations.
This article attempts to give you some idea of how all this can be achieved by drawing on various excerpts from the book itself. If you want more detail you will have to read the whole book, from cover to cover.
Customer Conversations
1
The clear message is that customers, and customers alone, are the ultimate frame of reference when you are designing and operating enterprise supply chains. To convert the rhetor.
In its simplest form, Customer Intelligence helps you understand your customers better.
It gives you the insights to maintain product-market fit and ensure you grow with your customers, not away from them. CI isn’t just a tool or platform. It’s a holistic approach to how you do business. Aaron Thompson adds,
“ When you talk about Customer Intelligence, it’s bridging that gap between the reality of what our customers are experiencing and what we believe they’re going through.”
As we’ll see throughout this report, it can often be the difference between building a thriving business or a transactional turnstile that struggles at scale.
Transforming the Digital Experience Via Customer Journey MappingRocketSource
As the modern consumer's expectations of a sublime digital experience increase, so does the need for a new customer journey map. In this post, I unveil the Customer Insights Map, which makes the traditional exercise of customer journey mapping more intelligent by answering the nuances of today's buyers, leveraging machine learning, artificial intelligence, and path-to-purchase analytics to boost the lifetime value of customers.
This article seeks to prove the growing widespread presence of the 6th vertical, their increasing economic power, and what they almost uniformly want from their service providers.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Learn about Modernizing banking with business analytics.Harnessing information to deliver the insights that build profitability.With its proven technology and hallmarks of scalability, security and availability, System z offers a robust, cost-effective and secure solution for delivering the next generation of banking solutions.To know more about System z, visit http://ibm.co/PNo9Cb.
Bankers See Opportunities in Tax Reform – Which Ones Will They Take?CBIZ, Inc.
Bankers are optimistic about the next few years, and why not? The dynamics set in place by the 2017 tax cuts could easily produce a 50% increase in profitability when you factor in reduced tax burden, expected increases in lending to small businesses and the potential for increased net interest margins should the Fed find it necessary to raise rates to offset inflation.
A lot of time and money is being spent by banks in making their organization customer focused and improving the customer experience. According to Gartner’s 2012 CIO Survey, CIOs regard customer experience as the greatest opportunity for IT innovation.
How important is customer satisfaction for your business today? Meeting the needs of the customer through business process outsourcing is the new lynchpin for organizations when it comes to determining their profits. Customer service outsourcing is no longer a novelty. It is a necessity. There is now an increasing need to strike a balance between customers and shareholders. Is your organization equipped to address this need?
In its simplest form, Customer Intelligence helps you understand your customers better.
It gives you the insights to maintain product-market fit and ensure you grow with your customers, not away from them. CI isn’t just a tool or platform. It’s a holistic approach to how you do business. Aaron Thompson adds,
“ When you talk about Customer Intelligence, it’s bridging that gap between the reality of what our customers are experiencing and what we believe they’re going through.”
As we’ll see throughout this report, it can often be the difference between building a thriving business or a transactional turnstile that struggles at scale.
Transforming the Digital Experience Via Customer Journey MappingRocketSource
As the modern consumer's expectations of a sublime digital experience increase, so does the need for a new customer journey map. In this post, I unveil the Customer Insights Map, which makes the traditional exercise of customer journey mapping more intelligent by answering the nuances of today's buyers, leveraging machine learning, artificial intelligence, and path-to-purchase analytics to boost the lifetime value of customers.
This article seeks to prove the growing widespread presence of the 6th vertical, their increasing economic power, and what they almost uniformly want from their service providers.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Learn about Modernizing banking with business analytics.Harnessing information to deliver the insights that build profitability.With its proven technology and hallmarks of scalability, security and availability, System z offers a robust, cost-effective and secure solution for delivering the next generation of banking solutions.To know more about System z, visit http://ibm.co/PNo9Cb.
Bankers See Opportunities in Tax Reform – Which Ones Will They Take?CBIZ, Inc.
Bankers are optimistic about the next few years, and why not? The dynamics set in place by the 2017 tax cuts could easily produce a 50% increase in profitability when you factor in reduced tax burden, expected increases in lending to small businesses and the potential for increased net interest margins should the Fed find it necessary to raise rates to offset inflation.
A lot of time and money is being spent by banks in making their organization customer focused and improving the customer experience. According to Gartner’s 2012 CIO Survey, CIOs regard customer experience as the greatest opportunity for IT innovation.
How important is customer satisfaction for your business today? Meeting the needs of the customer through business process outsourcing is the new lynchpin for organizations when it comes to determining their profits. Customer service outsourcing is no longer a novelty. It is a necessity. There is now an increasing need to strike a balance between customers and shareholders. Is your organization equipped to address this need?
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
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The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
2. What used to be the ‘branch
of the future’ turned out to
be more of a journey than
a destination. If form is to
follow function, then the same
is true about the concept
of branch transformation.
Thought leaders and
suppliers to the financial
services industry have
written volumes on the topic
of branch transformation. In
fact, according to a recent
research report conducted by
International Data Corporation
(IDC), a whopping $16 billion
will be invested in branch
transformation globally in
2017. But what exactly will that
investment involve?
The simple fact is, while many are selling
Branch Transformation, it is not something
that can be bought off the shelf. Rather it
is something you create and bring to life
with human elements, supported by the
right tools, facilities, and technologies in
support of your vision.
Most financial institutions agree that
Branch Transformation is about delivering
a differentiated and excellent experience
when customers visit your branches. It
is widely accepted that this is a critical
element in today’s omnichannel delivery
model. It’s about attracting and building
relationships with targeted customers and
building a new, higher level of trust and
engagement with them. To achieve this
you must work toward greater efficiency
throughout the branch footprint. All this,
of course, leads to greater growth and
profitability for your organization.
In order to deliver the desired results,
the solution is not as simple as buying
someone’s product or range of products.
Transformation really begins with your
people, and then proceeds though the
processes they use to deliver financial
services. Lastly, your branch delivery
must be fully supported by the design and
functionality of your physical properties
themselves.
$16 BILLION WILL BE
INVESTED IN BRANCH
TRANSFORMATION
GLOBALLY IN 2017.
Source: International Data Corporation
BRANCH TRANSFORMATION:
THE PLAIN TRUTH
Branch Transformation: The Plain Truth ______________________________________________________________________________________________________ 2
3. Branch Transformation: The Plain Truth ______________________________________________________________________________________________________ 3
… PREPARE FRONTLINE
BRANCH STAFF TO
SERVE AS THE SINGLE
POINT OF CONTACT FOR
SATISFYING THE DIVERSE
NEEDS OF WALK-IN
CUSTOMERS.
Source: American Banker Association
announcing its new Universal Banker
Certificate
The first order of business in any
branch transformation is about
your people. To meet changing
needs your staff must be willing
and able to change their behavior,
develop new skills and meet new
expectations. Training is crucial as is
potentially changing your recruiting
methodologies.
In the past training was often something
that was ‘tagged on’ to the end of a
big systems implementation project.
Over time, however, organizations have
learned, often to their cost, that training
needs to begin before the new machines
even arrive at the branch. The very first
challenge comes from how the branch,
and in turn the staff, will view the new
technology and the associated training.
Financial services staff can easily limit
their view of themselves to their role as an
expert, adopting a ‘tell’ approach when
engaging customers. The more effective
employees adopt a facilitator role, asking
questions to identify and respond to the
customers’ real needs, delivering a more
customer-centric approach to working
with the client.
Getting proper training and retaining the
right person is key. However, by itself, that
is not enough.
PEOPLE
FIRST
4. PROCESS
NEXT
You must not forget the process part.
Branch processes will also need to
adapt to support a different type
of branch workforce. This is where
technology can enable reduced
branch staffing while also supporting
expanded staff roles. Employing
technology to simplify all transactions
while also making them more efficient
is essential to superb customer
service.
For instance, branch staff cannot be
“tethered” to a traditional teller line.
According to Bancography, a leading
financial industry consulting firm, “… the
teller line must be redesigned to allow an
employee to easily migrate from a paying
and receiving station to a sales and service
workstation.” Expanded branch staff roles,
therefore, must be more than nominal.
It’s more than simply becoming more
productive, it’s about being successful in a
much wider variety of tasks and duties.
Inefficient back office tasks also need to be
minimized and customers need to perceive
value in the service level delivered. In short,
technology purchases must support the
staff in their new roles while also enhancing
the customer in-branch experience, or they
should not be made.
… THE TELLER LINE
MUST BE REDESIGNED
TO ALLOW AN EMPLOYEE
TO EASILY MIGRATE
FROM A PAYING AND
RECEIVING STATION TO
A SALES AND SERVICE
WORKSTATION.
Source: Bancography
Branch Transformation: The Plain Truth ______________________________________________________________________________________________________ 4
5. It would be counterintuitive to design
your new branches prior to the people
and process steps. The physical
size, layout and design elements
need to also complement the people,
technologies and processes serving
your clientele. Proper design is an
important part of the transformation of
your branches whether you’re looking
for smaller footprints, varying formats
throughout the branch network, or a
“greener” approach to branch banking.
Several years ago, the Bank
Administration Institute (BAI) conducted
two major research studies. The first
was the Frontline Experience and it was
followed by the Frontline Factor. The
former was about the importance of the
branch staff in delivering an outstanding
customer experience and the latter was
about the frontline staff’s role on building
deeper client relationships.
While the outputs of these two studies
are still pertinent, the frontline has now
changed significantly. Not only is it staffed
with people who have responsibilities that
go well beyond transaction processing,
but also, for many institutions, the frontline
is no longer a line.
Branch Transformation: The Plain Truth ______________________________________________________________________________________________________ 5
PROPERTIES
LAST
6. HOW TO
PROCEED?
Technology, no doubt, has its place in
the branch. Once you have determined
who the right people are for your branch
delivery and have a strategy to hire and
train them, it is important to consider
how you will empower them in their role.
Eliminating and automating tasks that
offer little value is key. Here are some
proven and trending technologies to
be considered as part of your Branch
Transformation plans.
Branch Transformation: The Plain Truth ______________________________________________________________________________________________________ 6
7. The consensus is that the redefined
role of the traditional teller must be
supported by enabling technology that
makes routine transaction processing
simpler, faster, and more customer-
focused. Enter the Teller Cash Recycler!
According to an American Banker
article entitled Channel Changers: the
Rise of the Universal Banker, “Another
piece of equipment proving key to the
universal banker model is the cash
recycler, which automates transactions,
stores and dispenses money and lets
multiple employees work out of the
same drawer.”
This technology has gained wide spread
market adoption in financial institutions
of all sizes and types across the world. It
is an essential element to free staff from
securing, counting and authenticating
cash and it enables them to engage with
the customer throughout the branch visit.
ANOTHER PIECE OF EQUIPMENT PROVING KEY TO THE
UNIVERSAL BANKER MODEL IS THE CASH RECYCLER,
WHICH AUTOMATES TRANSACTIONS, STORES AND
DISPENSES MONEY AND LETS MULTIPLE EMPLOYEES
WORK OUT OF THE SAME DRAWER.
Source: American Banker article entitled
Channel Changers: the Rise of the Universal Banker
Branch Transformation: The Plain Truth ______________________________________________________________________________________________________ 7
CONSIDER
CASH RECYCLERS
8. USE VIDEO TO EXPAND,
NOT REPLACE,
OPPORTUNITIES
FOR CUSTOMER
ENGAGEMENT.
Source: Celent report entitled Video
Banking: Lights, Camera, Transaction?
The video teller has emerged as a way
to reduce branch headcount, pool
resources and still provide some level of
personalized service. Recently, Celent
published a report entitled, Video
Banking: Lights, Camera, Transaction?
In that report, Bob Meara, the author,
explores the various methods whereby
financial institutions can engage
customers via telepresence using
video capabilities. In Celent’s view,
they should “Use video to expand, not
replace, opportunities for customer
engagement.” The study also states
that Celent, “advocates enabling
video alongside other methods of
multichannel customer engagement. For
in-branch teller transactions, however,
Celent finds assisted self-service using
in-person frontline staff, much more
compelling and likely a better business
case.”
This is a critical point, because this format
is also not for everyone. In a recent
study by Glory regarding consumer
preferences for self-service devices, 47%
of respondents rarely or never select to
use self-service machines when available.
Now, consider that branch customers
have likely gone out of their way to find a
branch and come inside. It is essential that
the technologies they find are focused on
enhancing the face-to-face interaction while
also making it efficient, rather than forcing
them to use a machine when that may not
be their preference.
A VISION
FOR VIDEO
Branch Transformation: The Plain Truth ______________________________________________________________________________________________________ 8
9. Branch Transformation: The Plain Truth ______________________________________________________________________________________________________ 9
We also see the emerging technology of expanded function lobby kiosks as being
important to the transformed branch. These kiosks can provide virtually all of the
transactions that are traditionally performed by a teller either in a full self-service
mode or in an assisted service mode. Those customers who want to ‘go it alone’
can and those that either request or need personal assistance can engage directly
with a branch staff member. This gives every customer visiting the branch a choice
of how to fulfill their needs.
As expressed by Kevin Travis of Novantas and quoted in Bank Technology News,
“Assisted self-service is the way it will end up fairly quickly.” The idea is to get customers
more comfortable with using self-service technology, while at the same time, offering them
an opportunity for face-to-face contact.
ASSISTED SELF-SERVICE IS THE WAY IT WILL END UP
FAIRLY QUICKLY.
Source: Bank Technology News
ASSIMILATE
ASSISTED-SERVICE
10. Branch Transformation: The Plain Truth _____________________________________________________________________________________________________ 10
SERVICE CAN
SAVE THE DAY
With all of this technology empowering
your branch staff, it is absolutely
essential to have a service agreement
from a trusted partner to ensure that
this mission critical technology keeps
a maximum uptime. Consider whether
your service provider has a contractual
agreement with the manufacturer for
the usable life of your solution. This
will ensure that the technicians who
visit your branch can get parts, training
and support when it is needed. The
most effective way to achieve this is
to work with the Original Equipment
Manufacturer (OEM) whenever possible. Lastly, when looking at service providers consider how availability and support for
your branches can be enhanced with technology that is supported by remote device
management and proactive monitoring. Devices that are connected to the internet are
transforming many facets of our daily lives and your branches are no exception.
System management
for optimum daily
performance
Effective problem
resolution and faster
return to service
• Device alarms and alerts
• Real-time system status view
• Diagnostic remote control
• Assists intelligent service dispatch
• Intelligent user help desk support
• Remote firmware and pattern updates
• Activity journal capture and storage
• Event review and analysis
Management Services
Monitoring System
11. Before launching into a review of the
many offerings wrapped-up in the
cloak of “Branch Transformation”
solutions, remember it all starts with
having a crystal clear view of what you
are trying to accomplish, along with a
precise understanding of what will be
required of your people.
Make sure your technology supplier is not
just providing products or an off-the-shelf
branch transformation kit. It is far more
important that your solutions provider
be able to help you with these critical
steps, including the implementation of
best practices and management of the
accompanying branch process changes,
in your transformation journey.
Branch Transformation: The Plain Truth _____________________________________________________________________________________________________ 11
MOVING
FORWARD
Professional
Services
Software
Systems
Total Support
Services
Platform
Technology
Branch Design
Transaction
Consulting
Workforce
Optimization and
Training
Advisory Services
Project
Management
Technology –
Software Solutions
User Training
Assisted Service
Teller Connectivity
Device
Management
Business
Intelligence
Vault Management
Retail Cash
Management
Resource Planning
Connectivity
Services and
Support
Third Party
Maintenance
Life Cycle
Management
Retail Cash
Automation
Teller Automation
Integrated
Technology (OEM)
Assisted Service
Note and Coin
Sorting
Enabling Technologies + Professional Services = Customer Value Realization