Despite the growth of online banking, today’s customer demands a true omnichannel service where the experience received is seamless regardless of the touchpoint used. While customers require the speed, flexibility and convenience of digital banking, they also still value face-to-face interactions. In an age driven by technology and innovation, emotionally-intelligent human interaction is important in achieving good customer service. Financial institutions are currently faced with the challenge of accommodating these needs while transforming branches into efficient, cost-effective spaces that offer customers convenient everyday banking services.
At the RBR Branch Transformation Conference , taking place on the 9th and 10th November at Park Plaza Victoria Hotel in London, Wincor Nixdorf, one of the world’s leading providers of IT solutions for financial institutions, will discuss the value of next-generation technology in transforming the branch format to offer more choice and exceed customer expectations. The integration of modern end-to-end omnichannel solutions will be a key enabler in ensuring a seamless customer experience across all channels and contactless transaction scenarios.
Implementing efficient branch processes and offering self-service options opens the door for staff to focus on serving customers with more complex needs. By implementing resourceful multi-functional devices staff are then able to freely roam open-plan branches and focus on assisting and interacting with customers. It has been shown that spending more time with customers face-to-face will, of course, help to improve your chances of deepening relations; but it’s also proven to lead to 35 per cent more business opportunities. At the event, Wincor Nixdorf, will be presenting new technologies for the branch concepts of tomorrow, such as enhanced tablet-based solutions to empower branch staff, increase efficiencies and enrich interactions with customers.
Mobile and online banking integration
Banks everywhere are responding to digitalisation by integrating online banking with mobile technologies to meet the needs of customers across all channels, from tablets to smartphone users. Withdrawing cash with smartphones, quick response codes and contactless cards through near field communication (NFC) technology on any device is now enabled with Wincor Nixdorf’s PC/E mobile transaction services. At the event, Wincor Nixdorf will be showcasing this technology with the new, innovative device – CINEO C2020.
On the first day of the conference at 2pm, guest speaker and Wincor Nixdorf’s customer, Tyron Niddrie, General Manager for branch and self-service distribution at the Commonwealth Bank of Australia (CBA), will look into whether branch transformation is a revolution or just the new way of doing business.
Following Tyron’s speech, with traditional banks under increasing pressure to enhance their digital offering to compete with the rise of the digital bank, at 4pm Jordi Pérez, head of strategic business development at Wincor Nixdorf will explore the major dilemma between human versus digital banking. He will look into which end-customers want digital-only banking and how important face-to-face human interaction will be in the future.
For any further information about Wincor Nixdorf’s presence at the Branch Transformation Event 2015 please get in touch with the Berkeley PR team at [email protected]