SlideShare a Scribd company logo
1 of 18
Download to read offline
DIGITAL TRANSFORMATION
The Branch in the
Banking Digital Age
GFT Consulting IT SLU
GFT Group 03.09.2015 2
Today
Source: TSB. Why Branches Matter in the Digital Age. Feb 2015
Bank’s channel usage
Remote channels do not support
transactions where physical components
are involved (cash, coins, bank checks, bills,
foreign currency…)
The acquisition of new clients still
happens in the 80% of cases in the
branch
New Clients Onboarding and
Contract Opening processes still
requires to visit the branch at some
process step
90% of customer prefer face-to-
face advice for complex
operations
Older, some other customers, still look for
human interaction and confidence with
their bank branch. Personal treatment
Multiple Sources: Capgemini - The Future of Bank Branches, Coordinating Physical with Digital.
PwC, Rebooting the branch: Reinventing branch banking in a multi-channel, global environment.
Digital Technologies will Accelerate the Branch Transformation,
but will not make them extinct because the costumer cares…
GFT Group 03.09.2015 3
Digital Banking relationship model
Physical
Branch
Virtual
Branch
(formerly, online
channels)
Branch of the future.
Client
Digital ClientTraditional Client
Clients that can and
want to interact with
the bank through the
digital channels …
Clients that do not
want or do not
know interact
digitally
… but for any reason they must
complete the interaction in the
physical branch
GFT Group 03.09.2015 4
Branch of the future. Pillars
Client
Physical Components
Client Onboarding and
Contract Opening
Personal Treatment
Complex Operations
Client Acquisition
Physical Branch
Spaces Accessibility Interaction
Physical Items Human interaction
THE PHYSICAL
BRANCH
Physical Branch of the future. Pillars
The Branch is there, where and when
the client needs it
Accessibility
The client can satisfy his needs,
digitally and/or physically
Interaction
Making the branch visit a pleasant
experience, not a binding obligation
Spaces
GFT Group 03.09.2015 7
Physical Branch of the future. Pillars
GFT Group 03.09.2015 8
Accessibility
§  Are my branches in the right place?
§  Are the opening hours the most convenient for my clients?
§  Can the client access to the branch from multiple digital and physical points
§  Is the staff ready to understand the profile of clients attended in each branch?. Are the
decision making processes behind the branch ready to understand the specific client
profile needs?
§  Can I track the usage of by physical branch network and improve the pillars
(feedback)?
ü  Street traffic measurement & street conversion (% of street traffic visiting
the branch)
ü  Real time footfall counting: understand how many people visit the branch
and when
ü  Customer dwell times and branch heat maps
ü  Transaction execution statistics (all channels including AIO and ATM)
ü  Client profile
-  Make decisions about branch
location, staff sizing, staff
profile, opening hours,
decision processes, etc…
GFT Group 03.09.2015 9
Experience
feedback
Interactions
Façade
Secure delivery
Boxes
Wifi
Battery Charge &
other facilities
ATM 2.0
Welcome
Traffic counting
Queue Management
AIO Self-service & assisted
Teller
The shop
Start Digital Transactions
Battery Charge
Onsite advice
Remote advice
Knowledge
Totem
informative
Secure delivery
Boxes
GFT Group 03.09.2015 10
Welcome
Assisted and Self-Service
Façade
Secure delivery boxes
Face-to-face advice
Mobility of employees
Modular design
Knowledge area
Video conferencing
Interactive touch screens
Waiting area
Spaces
! Extended Opening Hours "
Physical Branch types
1. Flagship Branch 2. Standard Branch
3. Light Branch 4. Mobile Branch
q  Brand image reinforcement
q  Lab of new products, services and
digital solutions
q  Full service to clients:
q  Self-service (24x7)
q  Assisted (12x5)
q  Face-to-face Financial Advice (8x5)
q  Conferences and training rooms for
clients and employees
q  Shared spaces where organize
external events
q  Full service to clients:
q  Self-service (24x7)
q  Assisted (12x5)
q  Face-to-Face Financial
Advice (8x5)
q  Conferences and training rooms for
clients and employees
q  Shared spaces where organize
external events
q  Full service to clients:
q  Self-service (24x7)
q  Assisted (8x5)
q  Remote Financial Advice
(8x5) (videoconference)
q  Operated only by one employee (non-
cashier)
q  Self-Service only (24x7)
q  “Easy to move”. Capacity to be
temporally installed in events (e.g.
congresses, touristic zones in
summer, etc..) or in busy areas of
big cities (airports, train stations,
business parks…)
q  Located in shared spaces with third
companies strategically selected
Current traditional branches will evolve to 4 models of new branches, customer and market
characteristics will determine the perfect fit of branch-type mix for each bank
GFT Group 03.09.2015 12
Physical Branch Governance: Dashboard
Counting Performance Feedback
•  Store Footfall Counting (clients/
no clients/total)
•  Street Traffic Counting
•  Street conversion (% of traffic
visiting the branch)
•  Transaction counting (total, self-
service, assisted and traditional)
•  Queries served by digital
devices (façade and totem
informative)
•  Transaction conversion (%
transaction/visits)
•  Queries conversion (%queries
served/visits)
•  Queue indicators (num, waiting
time àmax/min/average)
•  Queries served by digital devices
(façade and totem informative)
•  Customer dwell times and
branch heat maps
•  Ranking of queries served (total, by
type, by product or service,…)
•  Customer Feedback
•  Satisfaction measurement
metrics + branch internal IT metricsCompound dashboard:
THE VIRTUAL
BRANCH
GFT Group 03.09.2015 14
Virtual Branch
§  The Virtual Branch is the evolution of the online channels, embedding on them the capacity of interaction with a
Remote Advisor (Human Interaction).
§  Used for/by Digital Transactions/Clients
§  Accessible by mobile (& wearables) , internet, TV, immersive channels in shops, etc…and from the physical branch
by multiple devices, allowing clients to start a transaction digitally and finalize it physically.
Digital Transaction Digital-Physical Transaction
Start contract new card Attach required data Sign new contract
Sign-up process
( Hassle-free actions)
Sign-up process
( Hassle-free actions)
Biometric Sign
(Manuscript)
Step 1 : Digital at Home Step 2 : Physical in the branch
Start contract new card Attach required data Sign new contract
GFT Group 03.09.2015 15
Digital branch services and devices (1/3)
Client
Relationship
Manager
DEVICES & SERVICES OBJECTIVES
Teller
Advanced video
conference
devices
All-in-one
(AIO) device
Assistant
Knowledge
area
To provide personalised face-to-face advice to the client.
Face-to-face on-demand execution of transactions on behalf of the
client, including the ones that involve cash.
“Near face-to-face” personalised advice to the clients. Allows banks
to provide on-site advice to clients regarding very specialised
matters without having specialised experts in all the bank branches.
Allow clients (only) to execute the 100% of the transactions available
in a bank branch in self-service or assisted mode (including
transactions that involve cash, bank cheques, etc).
Support and train clients using the AIO devices. The objective is to
train clients to using the AIO in self-service mode.
Pleasant place where to schedule presentation of new services, new
technological devices or new financial products, increasing the client’s
investment maturity. Divulgation of corporate social responsibility
activities and invite clients (and no clients) to collaborate.
GFT Group 03.09.2015 16
Digital branch services and devices (2/3)
Client
Relationship
Manager
DEVICES & SERVICES OBJECTIVES
Teller
Advanced video
conference
devices
All-in-one
(AIO) device
Assistant
Knowledge
area
To provide personalised face-to-face advice to the client.
Face-to-face on-demand execution of transactions on behalf of the
client, including the ones that involve cash.
“Near face-to-face” personalised advice to the clients. Allows banks
to provide on-site advice to clients regarding very specialised
matters without having specialised experts in all the bank branches.
Allow clients (only) to execute the 100% of the transactions available
in a bank branch in self-service or assisted mode (including
transactions that involve cash, bank cheques, etc).
Support and train clients using the AIO devices. The objective is to
train clients to using the AIO in self-service mode.
Pleasant place where to schedule presentation of new services, new
technological devices or new financial products, increasing the client’s
investment maturity. Divulgation of corporate social responsibility
activities and invite clients (and no clients) to collaborate.
GFT Group 03.09.2015 17
Digital branch services and devices (3/3)
Client
Relationship
Manager
DEVICES & SERVICES OBJECTIVES
Teller
Advanced video
conference
devices
All-in-one
(AIO) device
Assistant
Knowledge
area
To provide personalised face-to-face advice to the client.
Face-to-face on-demand execution of transactions on behalf of the
client, including the ones that involve cash.
“Near face-to-face” personalised advice to the clients. Allows banks
to provide on-site advice to clients regarding very specialised
matters without having specialised experts in all the bank branches.
Allow clients (only) to execute the 100% of the transactions available
in a bank branch in self-service or assisted mode (including
transactions that involve cash, bank cheques, etc).
Support and train clients using the AIO devices. The objective is to
train clients to using the AIO in self-service mode.
Pleasant place where to schedule presentation of new services, new
technological devices or new financial products, increasing the client’s
investment maturity. Divulgation of corporate social responsibility
activities and invite clients (and no clients) to collaborate.
Thank you
GFT IT Consulting
Jaume González
Banking digital transformation
Avda. Alcalde Barnils 69-71
70567 Sant Cuga del Valles (Barcelona)
T +34 93 563 92 36
jaume.gonzalez@gft.com

More Related Content

What's hot

Tranforming Branches and the Branch Network
Tranforming Branches and the Branch NetworkTranforming Branches and the Branch Network
Tranforming Branches and the Branch NetworkDavid Kerstein
 
Digital Banking Essentials
Digital Banking EssentialsDigital Banking Essentials
Digital Banking EssentialsSatria JAP
 
Open banking-Future of Banking
Open banking-Future of BankingOpen banking-Future of Banking
Open banking-Future of Bankingfarhan ali
 
Digital strategy for Financial Institutions
Digital strategy for Financial InstitutionsDigital strategy for Financial Institutions
Digital strategy for Financial InstitutionsSameer Singh Jaini
 
How neo banking is disrupting traditional banking
How neo banking is disrupting traditional bankingHow neo banking is disrupting traditional banking
How neo banking is disrupting traditional bankingdeveloperonrents
 
Evolution of Digital Bank 4.0
Evolution of Digital Bank 4.0Evolution of Digital Bank 4.0
Evolution of Digital Bank 4.0Connected Futures
 
The Future Of Branches
The Future Of BranchesThe Future Of Branches
The Future Of BranchesICONiQ   
 
State of fintech report
State of fintech reportState of fintech report
State of fintech reportPAYFORT
 
Rebooting the branch: Branch strategy in a multi-channel, global environment.
Rebooting the branch: Branch strategy in a multi-channel, global environment.Rebooting the branch: Branch strategy in a multi-channel, global environment.
Rebooting the branch: Branch strategy in a multi-channel, global environment.Luis Del Castillo
 
White label neobank 2021
White label neobank 2021White label neobank 2021
White label neobank 2021Vadi Ivanen
 
Banking is Now More Open: Open Banking Update
Banking is Now More Open: Open Banking UpdateBanking is Now More Open: Open Banking Update
Banking is Now More Open: Open Banking UpdateMikeLeszcz
 
The future of banking
The future of bankingThe future of banking
The future of bankingBarbara Biro
 
Going Digital: The Banking Transformation Road Map
Going Digital: The Banking Transformation Road MapGoing Digital: The Banking Transformation Road Map
Going Digital: The Banking Transformation Road MapSemalytix
 
Opportunities and challenges in Digital Banking pub
Opportunities and challenges in Digital Banking  pubOpportunities and challenges in Digital Banking  pub
Opportunities and challenges in Digital Banking pubYair Jacob Porat
 
How Banking as a Service Will Keep Banks Digitally Relevant and Growing
How Banking as a Service Will Keep Banks Digitally Relevant and GrowingHow Banking as a Service Will Keep Banks Digitally Relevant and Growing
How Banking as a Service Will Keep Banks Digitally Relevant and GrowingCognizant
 
Payment Gateway Integration: Growth Strategy for SAAS
Payment Gateway Integration: Growth Strategy for SAASPayment Gateway Integration: Growth Strategy for SAAS
Payment Gateway Integration: Growth Strategy for SAASWayne Akey
 
Retail Banking Trends book 2022
Retail Banking Trends book 2022Retail Banking Trends book 2022
Retail Banking Trends book 2022Capgemini
 

What's hot (20)

Branch Banking Reimagined
Branch Banking ReimaginedBranch Banking Reimagined
Branch Banking Reimagined
 
Tranforming Branches and the Branch Network
Tranforming Branches and the Branch NetworkTranforming Branches and the Branch Network
Tranforming Branches and the Branch Network
 
Digital Banking Essentials
Digital Banking EssentialsDigital Banking Essentials
Digital Banking Essentials
 
Open banking-Future of Banking
Open banking-Future of BankingOpen banking-Future of Banking
Open banking-Future of Banking
 
Digital strategy for Financial Institutions
Digital strategy for Financial InstitutionsDigital strategy for Financial Institutions
Digital strategy for Financial Institutions
 
Digital Banking
Digital BankingDigital Banking
Digital Banking
 
IBM Payments Gateway
IBM Payments GatewayIBM Payments Gateway
IBM Payments Gateway
 
How neo banking is disrupting traditional banking
How neo banking is disrupting traditional bankingHow neo banking is disrupting traditional banking
How neo banking is disrupting traditional banking
 
Evolution of Digital Bank 4.0
Evolution of Digital Bank 4.0Evolution of Digital Bank 4.0
Evolution of Digital Bank 4.0
 
The Future Of Branches
The Future Of BranchesThe Future Of Branches
The Future Of Branches
 
State of fintech report
State of fintech reportState of fintech report
State of fintech report
 
Rebooting the branch: Branch strategy in a multi-channel, global environment.
Rebooting the branch: Branch strategy in a multi-channel, global environment.Rebooting the branch: Branch strategy in a multi-channel, global environment.
Rebooting the branch: Branch strategy in a multi-channel, global environment.
 
White label neobank 2021
White label neobank 2021White label neobank 2021
White label neobank 2021
 
Banking is Now More Open: Open Banking Update
Banking is Now More Open: Open Banking UpdateBanking is Now More Open: Open Banking Update
Banking is Now More Open: Open Banking Update
 
The future of banking
The future of bankingThe future of banking
The future of banking
 
Going Digital: The Banking Transformation Road Map
Going Digital: The Banking Transformation Road MapGoing Digital: The Banking Transformation Road Map
Going Digital: The Banking Transformation Road Map
 
Opportunities and challenges in Digital Banking pub
Opportunities and challenges in Digital Banking  pubOpportunities and challenges in Digital Banking  pub
Opportunities and challenges in Digital Banking pub
 
How Banking as a Service Will Keep Banks Digitally Relevant and Growing
How Banking as a Service Will Keep Banks Digitally Relevant and GrowingHow Banking as a Service Will Keep Banks Digitally Relevant and Growing
How Banking as a Service Will Keep Banks Digitally Relevant and Growing
 
Payment Gateway Integration: Growth Strategy for SAAS
Payment Gateway Integration: Growth Strategy for SAASPayment Gateway Integration: Growth Strategy for SAAS
Payment Gateway Integration: Growth Strategy for SAAS
 
Retail Banking Trends book 2022
Retail Banking Trends book 2022Retail Banking Trends book 2022
Retail Banking Trends book 2022
 

Viewers also liked

Open Bank Project Hack Make The bank 2016 Block Chain
Open Bank Project Hack Make The bank 2016 Block ChainOpen Bank Project Hack Make The bank 2016 Block Chain
Open Bank Project Hack Make The bank 2016 Block Chainsimonredfern
 
WSO2 Open Banking: Digital Transformation Through PSD2
WSO2 Open Banking: Digital Transformation Through PSD2WSO2 Open Banking: Digital Transformation Through PSD2
WSO2 Open Banking: Digital Transformation Through PSD2WSO2
 
Open Bank Project workshop at API Days, Open BankIng and Fintech, London 2015
Open Bank Project workshop at API Days, Open BankIng and Fintech, London 2015Open Bank Project workshop at API Days, Open BankIng and Fintech, London 2015
Open Bank Project workshop at API Days, Open BankIng and Fintech, London 2015TESOBE
 
Open Bank Project at APIDays Open Banking and Fintech APIs 2015
Open Bank Project at APIDays Open Banking and Fintech APIs 2015Open Bank Project at APIDays Open Banking and Fintech APIs 2015
Open Bank Project at APIDays Open Banking and Fintech APIs 2015TESOBE
 
Open Bank Project at Fintech Storm, London, July 22nd 2015
Open Bank Project at  Fintech Storm, London, July 22nd 2015Open Bank Project at  Fintech Storm, London, July 22nd 2015
Open Bank Project at Fintech Storm, London, July 22nd 2015TESOBE
 
Open Bank Project Presentation Tel Aviv CA 4th April 2017
Open Bank Project Presentation Tel Aviv CA 4th April 2017 Open Bank Project Presentation Tel Aviv CA 4th April 2017
Open Bank Project Presentation Tel Aviv CA 4th April 2017 simonredfern
 
[WSO2Con EU 2017] Microservices for Enterprises
[WSO2Con EU 2017] Microservices for Enterprises[WSO2Con EU 2017] Microservices for Enterprises
[WSO2Con EU 2017] Microservices for EnterprisesWSO2
 

Viewers also liked (7)

Open Bank Project Hack Make The bank 2016 Block Chain
Open Bank Project Hack Make The bank 2016 Block ChainOpen Bank Project Hack Make The bank 2016 Block Chain
Open Bank Project Hack Make The bank 2016 Block Chain
 
WSO2 Open Banking: Digital Transformation Through PSD2
WSO2 Open Banking: Digital Transformation Through PSD2WSO2 Open Banking: Digital Transformation Through PSD2
WSO2 Open Banking: Digital Transformation Through PSD2
 
Open Bank Project workshop at API Days, Open BankIng and Fintech, London 2015
Open Bank Project workshop at API Days, Open BankIng and Fintech, London 2015Open Bank Project workshop at API Days, Open BankIng and Fintech, London 2015
Open Bank Project workshop at API Days, Open BankIng and Fintech, London 2015
 
Open Bank Project at APIDays Open Banking and Fintech APIs 2015
Open Bank Project at APIDays Open Banking and Fintech APIs 2015Open Bank Project at APIDays Open Banking and Fintech APIs 2015
Open Bank Project at APIDays Open Banking and Fintech APIs 2015
 
Open Bank Project at Fintech Storm, London, July 22nd 2015
Open Bank Project at  Fintech Storm, London, July 22nd 2015Open Bank Project at  Fintech Storm, London, July 22nd 2015
Open Bank Project at Fintech Storm, London, July 22nd 2015
 
Open Bank Project Presentation Tel Aviv CA 4th April 2017
Open Bank Project Presentation Tel Aviv CA 4th April 2017 Open Bank Project Presentation Tel Aviv CA 4th April 2017
Open Bank Project Presentation Tel Aviv CA 4th April 2017
 
[WSO2Con EU 2017] Microservices for Enterprises
[WSO2Con EU 2017] Microservices for Enterprises[WSO2Con EU 2017] Microservices for Enterprises
[WSO2Con EU 2017] Microservices for Enterprises
 

Similar to The Branch in the Banking Digital Age

Webpay - Payment Gateway Business Plan
Webpay -  Payment Gateway Business PlanWebpay -  Payment Gateway Business Plan
Webpay - Payment Gateway Business PlanMufaddal Nullwala
 
Ict & banking sector of bangladesh
Ict & banking sector of bangladeshIct & banking sector of bangladesh
Ict & banking sector of bangladeshZahidul Islam
 
Experience-Led Digital Banking: Getting Customers to Buy with Low Cost Digita...
Experience-Led Digital Banking: Getting Customers to Buy with Low Cost Digita...Experience-Led Digital Banking: Getting Customers to Buy with Low Cost Digita...
Experience-Led Digital Banking: Getting Customers to Buy with Low Cost Digita...Capgemini
 
Trends in digital banking
Trends in digital bankingTrends in digital banking
Trends in digital bankingSwati Rai
 
Mobypage Financiall Series Microsoft Isu 1c
Mobypage Financiall Series Microsoft Isu 1cMobypage Financiall Series Microsoft Isu 1c
Mobypage Financiall Series Microsoft Isu 1cChanBarry
 
How CGI is accelerating banks' digital transformation programs
How CGI is accelerating banks' digital transformation programsHow CGI is accelerating banks' digital transformation programs
How CGI is accelerating banks' digital transformation programsCGI Suomi
 
Digital Onboarding Made Easy with the Inception of AI-Based Algorithms
Digital Onboarding Made Easy with the Inception of AI-Based AlgorithmsDigital Onboarding Made Easy with the Inception of AI-Based Algorithms
Digital Onboarding Made Easy with the Inception of AI-Based AlgorithmsSignzy
 
FinQLOUD: Digital Banking Platform
FinQLOUD: Digital Banking PlatformFinQLOUD: Digital Banking Platform
FinQLOUD: Digital Banking PlatformBanQ Systems
 
FinQLOUD platform for digital banking
FinQLOUD platform for digital bankingFinQLOUD platform for digital banking
FinQLOUD platform for digital bankingMaxim Orlovsky
 
GoQueue - Friction Less Customer Experience Management
GoQueue - Friction Less Customer Experience ManagementGoQueue - Friction Less Customer Experience Management
GoQueue - Friction Less Customer Experience ManagementHitesh Thakkar
 
Intelligent Decision Dimensions for Banking in English and Azerbaijani
Intelligent Decision Dimensions for Banking in English and AzerbaijaniIntelligent Decision Dimensions for Banking in English and Azerbaijani
Intelligent Decision Dimensions for Banking in English and AzerbaijaniTatiana Kojar
 
Reimagine Banking in 2025: How Will IT Change the Way We Do Banking?
Reimagine Banking in 2025: How Will IT Change the Way We Do Banking?Reimagine Banking in 2025: How Will IT Change the Way We Do Banking?
Reimagine Banking in 2025: How Will IT Change the Way We Do Banking?Ekaputra Sananto
 
Gruppo Bassilichi @ Branch Transformation 2014
Gruppo Bassilichi @ Branch Transformation 2014Gruppo Bassilichi @ Branch Transformation 2014
Gruppo Bassilichi @ Branch Transformation 2014Bassilichi S.p.A.
 
Empower financial inclusion with branchless banking
Empower financial inclusion with branchless bankingEmpower financial inclusion with branchless banking
Empower financial inclusion with branchless bankingNikunj Gundaniya
 
RTP - Worksession
RTP - WorksessionRTP - Worksession
RTP - WorksessionSWIFT
 
GRG VTM Solution.pptx
GRG VTM Solution.pptxGRG VTM Solution.pptx
GRG VTM Solution.pptxanhlinh48
 
Company Profile techwheel solutions
Company Profile techwheel solutionsCompany Profile techwheel solutions
Company Profile techwheel solutionsTechWheel Solutions
 
Digital banking
Digital banking Digital banking
Digital banking VIPIN KP
 

Similar to The Branch in the Banking Digital Age (20)

Webpay - Payment Gateway Business Plan
Webpay -  Payment Gateway Business PlanWebpay -  Payment Gateway Business Plan
Webpay - Payment Gateway Business Plan
 
Ict & banking sector of bangladesh
Ict & banking sector of bangladeshIct & banking sector of bangladesh
Ict & banking sector of bangladesh
 
Experience-Led Digital Banking: Getting Customers to Buy with Low Cost Digita...
Experience-Led Digital Banking: Getting Customers to Buy with Low Cost Digita...Experience-Led Digital Banking: Getting Customers to Buy with Low Cost Digita...
Experience-Led Digital Banking: Getting Customers to Buy with Low Cost Digita...
 
Trends in digital banking
Trends in digital bankingTrends in digital banking
Trends in digital banking
 
Mobypage Financiall Series Microsoft Isu 1c
Mobypage Financiall Series Microsoft Isu 1cMobypage Financiall Series Microsoft Isu 1c
Mobypage Financiall Series Microsoft Isu 1c
 
How CGI is accelerating banks' digital transformation programs
How CGI is accelerating banks' digital transformation programsHow CGI is accelerating banks' digital transformation programs
How CGI is accelerating banks' digital transformation programs
 
Digital Onboarding Made Easy with the Inception of AI-Based Algorithms
Digital Onboarding Made Easy with the Inception of AI-Based AlgorithmsDigital Onboarding Made Easy with the Inception of AI-Based Algorithms
Digital Onboarding Made Easy with the Inception of AI-Based Algorithms
 
FinQLOUD: Digital Banking Platform
FinQLOUD: Digital Banking PlatformFinQLOUD: Digital Banking Platform
FinQLOUD: Digital Banking Platform
 
FinQLOUD platform for digital banking
FinQLOUD platform for digital bankingFinQLOUD platform for digital banking
FinQLOUD platform for digital banking
 
GoQueue - Friction Less Customer Experience Management
GoQueue - Friction Less Customer Experience ManagementGoQueue - Friction Less Customer Experience Management
GoQueue - Friction Less Customer Experience Management
 
Intelligent Decision Dimensions for Banking in English and Azerbaijani
Intelligent Decision Dimensions for Banking in English and AzerbaijaniIntelligent Decision Dimensions for Banking in English and Azerbaijani
Intelligent Decision Dimensions for Banking in English and Azerbaijani
 
Reimagine Banking in 2025: How Will IT Change the Way We Do Banking?
Reimagine Banking in 2025: How Will IT Change the Way We Do Banking?Reimagine Banking in 2025: How Will IT Change the Way We Do Banking?
Reimagine Banking in 2025: How Will IT Change the Way We Do Banking?
 
Gruppo Bassilichi @ Branch Transformation 2014
Gruppo Bassilichi @ Branch Transformation 2014Gruppo Bassilichi @ Branch Transformation 2014
Gruppo Bassilichi @ Branch Transformation 2014
 
Empower financial inclusion with branchless banking
Empower financial inclusion with branchless bankingEmpower financial inclusion with branchless banking
Empower financial inclusion with branchless banking
 
RTP - Worksession
RTP - WorksessionRTP - Worksession
RTP - Worksession
 
GRG VTM Solution.pptx
GRG VTM Solution.pptxGRG VTM Solution.pptx
GRG VTM Solution.pptx
 
Company Profile techwheel solutions
Company Profile techwheel solutionsCompany Profile techwheel solutions
Company Profile techwheel solutions
 
Self Services Trends
Self Services TrendsSelf Services Trends
Self Services Trends
 
Digital banking
Digital banking Digital banking
Digital banking
 
Customer Experience Management
Customer Experience ManagementCustomer Experience Management
Customer Experience Management
 

Recently uploaded

UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGlokeshwarmaha
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfCharles Cotter, PhD
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.mcshagufta46
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsP&CO
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...Khaled Al Awadi
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptxHELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptxHelene Heckrotte
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...AustraliaChapterIIBA
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examplesamberjiles31
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxWorkforce Group
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarNathanielSchmuck
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursKaiNexus
 
MC Heights construction company in Jhang
MC Heights construction company in JhangMC Heights construction company in Jhang
MC Heights construction company in Jhangmcgroupjeya
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsWristbands Ireland
 
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessQ2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessAPCO
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Winbusinessin
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..dlewis191
 
PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfHajeJanKamps
 

Recently uploaded (20)

UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
 
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdfTalent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
Talent Management research intelligence_13 paradigm shifts_20 March 2024.pdf
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.A flour, rice and Suji company in Jhang.
A flour, rice and Suji company in Jhang.
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizations
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptxHELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
HELENE HECKROTTE'S PROFESSIONAL PORTFOLIO.pptx
 
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
IIBA® Melbourne - Navigating Business Analysis - Excellence for Career Growth...
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examples
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
 
Investment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV IndustriesInvestment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV Industries
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry Webinar
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, Ours
 
MC Heights construction company in Jhang
MC Heights construction company in JhangMC Heights construction company in Jhang
MC Heights construction company in Jhang
 
Fabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and FestivalsFabric RFID Wristbands in Ireland for Events and Festivals
Fabric RFID Wristbands in Ireland for Events and Festivals
 
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessQ2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..
 
PDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdfPDT 88 - 4 million seed - Seed - Protecto.pdf
PDT 88 - 4 million seed - Seed - Protecto.pdf
 

The Branch in the Banking Digital Age

  • 1. DIGITAL TRANSFORMATION The Branch in the Banking Digital Age GFT Consulting IT SLU
  • 2. GFT Group 03.09.2015 2 Today Source: TSB. Why Branches Matter in the Digital Age. Feb 2015 Bank’s channel usage Remote channels do not support transactions where physical components are involved (cash, coins, bank checks, bills, foreign currency…) The acquisition of new clients still happens in the 80% of cases in the branch New Clients Onboarding and Contract Opening processes still requires to visit the branch at some process step 90% of customer prefer face-to- face advice for complex operations Older, some other customers, still look for human interaction and confidence with their bank branch. Personal treatment Multiple Sources: Capgemini - The Future of Bank Branches, Coordinating Physical with Digital. PwC, Rebooting the branch: Reinventing branch banking in a multi-channel, global environment. Digital Technologies will Accelerate the Branch Transformation, but will not make them extinct because the costumer cares…
  • 3. GFT Group 03.09.2015 3 Digital Banking relationship model Physical Branch Virtual Branch (formerly, online channels) Branch of the future. Client Digital ClientTraditional Client Clients that can and want to interact with the bank through the digital channels … Clients that do not want or do not know interact digitally … but for any reason they must complete the interaction in the physical branch
  • 4. GFT Group 03.09.2015 4 Branch of the future. Pillars Client Physical Components Client Onboarding and Contract Opening Personal Treatment Complex Operations Client Acquisition Physical Branch Spaces Accessibility Interaction Physical Items Human interaction
  • 6. Physical Branch of the future. Pillars The Branch is there, where and when the client needs it Accessibility The client can satisfy his needs, digitally and/or physically Interaction Making the branch visit a pleasant experience, not a binding obligation Spaces
  • 7. GFT Group 03.09.2015 7 Physical Branch of the future. Pillars
  • 8. GFT Group 03.09.2015 8 Accessibility §  Are my branches in the right place? §  Are the opening hours the most convenient for my clients? §  Can the client access to the branch from multiple digital and physical points §  Is the staff ready to understand the profile of clients attended in each branch?. Are the decision making processes behind the branch ready to understand the specific client profile needs? §  Can I track the usage of by physical branch network and improve the pillars (feedback)? ü  Street traffic measurement & street conversion (% of street traffic visiting the branch) ü  Real time footfall counting: understand how many people visit the branch and when ü  Customer dwell times and branch heat maps ü  Transaction execution statistics (all channels including AIO and ATM) ü  Client profile -  Make decisions about branch location, staff sizing, staff profile, opening hours, decision processes, etc…
  • 9. GFT Group 03.09.2015 9 Experience feedback Interactions Façade Secure delivery Boxes Wifi Battery Charge & other facilities ATM 2.0 Welcome Traffic counting Queue Management AIO Self-service & assisted Teller The shop Start Digital Transactions Battery Charge Onsite advice Remote advice Knowledge Totem informative Secure delivery Boxes
  • 10. GFT Group 03.09.2015 10 Welcome Assisted and Self-Service Façade Secure delivery boxes Face-to-face advice Mobility of employees Modular design Knowledge area Video conferencing Interactive touch screens Waiting area Spaces ! Extended Opening Hours "
  • 11. Physical Branch types 1. Flagship Branch 2. Standard Branch 3. Light Branch 4. Mobile Branch q  Brand image reinforcement q  Lab of new products, services and digital solutions q  Full service to clients: q  Self-service (24x7) q  Assisted (12x5) q  Face-to-face Financial Advice (8x5) q  Conferences and training rooms for clients and employees q  Shared spaces where organize external events q  Full service to clients: q  Self-service (24x7) q  Assisted (12x5) q  Face-to-Face Financial Advice (8x5) q  Conferences and training rooms for clients and employees q  Shared spaces where organize external events q  Full service to clients: q  Self-service (24x7) q  Assisted (8x5) q  Remote Financial Advice (8x5) (videoconference) q  Operated only by one employee (non- cashier) q  Self-Service only (24x7) q  “Easy to move”. Capacity to be temporally installed in events (e.g. congresses, touristic zones in summer, etc..) or in busy areas of big cities (airports, train stations, business parks…) q  Located in shared spaces with third companies strategically selected Current traditional branches will evolve to 4 models of new branches, customer and market characteristics will determine the perfect fit of branch-type mix for each bank
  • 12. GFT Group 03.09.2015 12 Physical Branch Governance: Dashboard Counting Performance Feedback •  Store Footfall Counting (clients/ no clients/total) •  Street Traffic Counting •  Street conversion (% of traffic visiting the branch) •  Transaction counting (total, self- service, assisted and traditional) •  Queries served by digital devices (façade and totem informative) •  Transaction conversion (% transaction/visits) •  Queries conversion (%queries served/visits) •  Queue indicators (num, waiting time àmax/min/average) •  Queries served by digital devices (façade and totem informative) •  Customer dwell times and branch heat maps •  Ranking of queries served (total, by type, by product or service,…) •  Customer Feedback •  Satisfaction measurement metrics + branch internal IT metricsCompound dashboard:
  • 14. GFT Group 03.09.2015 14 Virtual Branch §  The Virtual Branch is the evolution of the online channels, embedding on them the capacity of interaction with a Remote Advisor (Human Interaction). §  Used for/by Digital Transactions/Clients §  Accessible by mobile (& wearables) , internet, TV, immersive channels in shops, etc…and from the physical branch by multiple devices, allowing clients to start a transaction digitally and finalize it physically. Digital Transaction Digital-Physical Transaction Start contract new card Attach required data Sign new contract Sign-up process ( Hassle-free actions) Sign-up process ( Hassle-free actions) Biometric Sign (Manuscript) Step 1 : Digital at Home Step 2 : Physical in the branch Start contract new card Attach required data Sign new contract
  • 15. GFT Group 03.09.2015 15 Digital branch services and devices (1/3) Client Relationship Manager DEVICES & SERVICES OBJECTIVES Teller Advanced video conference devices All-in-one (AIO) device Assistant Knowledge area To provide personalised face-to-face advice to the client. Face-to-face on-demand execution of transactions on behalf of the client, including the ones that involve cash. “Near face-to-face” personalised advice to the clients. Allows banks to provide on-site advice to clients regarding very specialised matters without having specialised experts in all the bank branches. Allow clients (only) to execute the 100% of the transactions available in a bank branch in self-service or assisted mode (including transactions that involve cash, bank cheques, etc). Support and train clients using the AIO devices. The objective is to train clients to using the AIO in self-service mode. Pleasant place where to schedule presentation of new services, new technological devices or new financial products, increasing the client’s investment maturity. Divulgation of corporate social responsibility activities and invite clients (and no clients) to collaborate.
  • 16. GFT Group 03.09.2015 16 Digital branch services and devices (2/3) Client Relationship Manager DEVICES & SERVICES OBJECTIVES Teller Advanced video conference devices All-in-one (AIO) device Assistant Knowledge area To provide personalised face-to-face advice to the client. Face-to-face on-demand execution of transactions on behalf of the client, including the ones that involve cash. “Near face-to-face” personalised advice to the clients. Allows banks to provide on-site advice to clients regarding very specialised matters without having specialised experts in all the bank branches. Allow clients (only) to execute the 100% of the transactions available in a bank branch in self-service or assisted mode (including transactions that involve cash, bank cheques, etc). Support and train clients using the AIO devices. The objective is to train clients to using the AIO in self-service mode. Pleasant place where to schedule presentation of new services, new technological devices or new financial products, increasing the client’s investment maturity. Divulgation of corporate social responsibility activities and invite clients (and no clients) to collaborate.
  • 17. GFT Group 03.09.2015 17 Digital branch services and devices (3/3) Client Relationship Manager DEVICES & SERVICES OBJECTIVES Teller Advanced video conference devices All-in-one (AIO) device Assistant Knowledge area To provide personalised face-to-face advice to the client. Face-to-face on-demand execution of transactions on behalf of the client, including the ones that involve cash. “Near face-to-face” personalised advice to the clients. Allows banks to provide on-site advice to clients regarding very specialised matters without having specialised experts in all the bank branches. Allow clients (only) to execute the 100% of the transactions available in a bank branch in self-service or assisted mode (including transactions that involve cash, bank cheques, etc). Support and train clients using the AIO devices. The objective is to train clients to using the AIO in self-service mode. Pleasant place where to schedule presentation of new services, new technological devices or new financial products, increasing the client’s investment maturity. Divulgation of corporate social responsibility activities and invite clients (and no clients) to collaborate.
  • 18. Thank you GFT IT Consulting Jaume González Banking digital transformation Avda. Alcalde Barnils 69-71 70567 Sant Cuga del Valles (Barcelona) T +34 93 563 92 36 jaume.gonzalez@gft.com