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Banking is growing increasingly automated with the advent of self-service channels like the ATM, Internet and mobile. While the increasing popularity and cost benefits of self-service channels is undeniable, the personalized touch that a branch promises still makes it the channel of choice among consumers. In fact, this critical component in the banking ecosystem is used most often by about a third of banking customers. Decision makers at banks are constantly driven to reduce costs of operation and transactions, without diluting the customer experience. The challenge that banks must hurdle is to streamline the self-service channel, while still providing the reassurance of human touch.
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