Academic journal article ABA Banking Journal

Branch Transformation: To Self-Service and Beyond

Academic journal article ABA Banking Journal

Branch Transformation: To Self-Service and Beyond

Article excerpt

The compact, gleaming, and beeping bank-branded offices popping up in cities, malls, and stand-alone drive-throughs around the country could finally represent the next generation of bank branch design and functionality. The basic ideas behind them revolve around increased and aggressive use of self-service to conduct routine transactions, smaller square footage, and, most important, customer acceptance. Cost reductions and cost avoidance drive the first two of these, while customer satisfaction drives the last.

NCR, endorsed earlier this year by ABA for ATM and branch transformation solutions, has been aggressively pursuing this line of research and development.

"What is it that drives a better customer experience?" asked Malon Updike during a recent briefing at NCR's executive offices in New York City. Answering the question, he said deposit automation was a good example. "When we first started out talking with banks about this, they basically just wanted to reduce costs. What they found very quickly was customers really like it. They like it so much that [banks] started asking, 'How about being able to deposit cash and checks without separating them?'" Updike is director, Americas, Field Solution Management for NCR.

The New York offices have NCR's latest offerings on display. At the basic end is a souped-up kiosk (above) that's meant to handle nondeposit transactions, such as account opening, account maintenance, or appointment scheduling. …

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