Banks are noticing a dramatic shift in the way customers are choosing to bank, with more using mobile and online over traditional branch counters; forcing banks to reduce their high-street footprint.
In response to these changing customer habits, and to drive them back to their local branches, banks are redefining their purpose and are offering an omni-channel experience that mixes online and offline communications.
Flagship locations are being modernised by implementing a digital environment, where their customers can shop for the latest products, create financial actions plans, and browse for financial services (mortgages, life insurance, etc.) using tablets.
Branches are being redesigned as places to dwell, with lounge areas and coffee/tea service, where customers can relax while doing their everyday banking. There is also free access to Wi-Fi so customers can hang-out, gather for meetings and do some work. The aim is to create and change the conversations banks have with their customers.
Banks have been using tablets mostly in-house but are now looking to use them for a more customer oriented service and digital banking: greeting clients, check customers’ information, self-service-banking, and product browsing.
Tablets are a service tool that offer a quick and convenient way for customers to access their information and make their journey easier and more pleasant.
By enhancing their experience in store, customers are more likely to return to their local branches where they can choose to transact using technology or talk to the staff.