innovation conference 2017 - ncr global · 2019-05-17 · innovation conference 2017 powering...
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INNOVATION CONFERENCE 2017
POWERING BRANCH TRANSFORMATION WITH INTERACTIVE SERVICES
Kevin Heatley, Director of Technology, SVP, Gorham Savings Bank
Fiona McDade, NCR Global Solutions Management
NCR Innovation Conference 2017: Confidential
Please use the
Innovation Conference
Event App to check-in to this
session #S723
Remember when the question was:
“Where do you bank?”
Source: KMPG
Now it’s:
“How do you bank?”
Banks must completely re-orient their business model around their customer
NCR Innovation Conference 2017: Confidential
The consumer is the change
catalyst, driving the demand for mass personalization.
NCR Innovation Conference 2017: Confidential
Connected ExperienceTransform PhysicalAccelerate Digital
Mobile drives convergence
Integrated with all channels
Both service AND sales
Seamless integrated experience
Reposition the branch to focus on advisory, relationship, sales
Digital zones to handle routine transactions
Reallocate savings to more sales
Customer chooses how, when and where
Based on their preferences, needs and lifestyle
Switch easily between channels
Strategies to reduce cost and transform both consumer and staff experience
Virtual interactions are an untapped opportunity.
41% of North American consumers are willing to use remote channels for advice, but only 22% are using them today.
By identifying customers who are most receptive to having virtual interactions, banks can tap into the full potential of the omnichannel experience.
McKinsey © 2017The Winning Formula for Omnichannel Banking in North America
NCR Interactive Teller will transform your retail performanceBenefits realized by our 450+ North American customers
NCR Innovation Conference 2017: Confidential
40%Reduction in
Costs
88%Increase in Customer
Service Hours
35%Increase in
Member Acquisition
60%Increase in
Branch Sales
Source : NAMER CU’s
87% of US consumers still see themselves using branches in the future, and they want human interaction when they go there.
Accenture © 2016
North American Consumer Digital Banking Survey
The branch bank is evolving.
The old branch model that relied on sheer numbers to win market share is being replaced by a more focused, customer-centric approach.
JLL © 2017
US Banking Outlook
Banking 2017 - The Branch is not dead, it’s evolving…
Source: 2017 ATM and Software Trends NetWorld Media Group
Source: Accenture
Branch Transformation – Showrooms, Stores and Service CentersAt the Heart of Relationship Banking2017 – 2020: Consumers demand Human interactions and Banks increasingly drive relationship
banking, diversify services and accelerate digital transformation.
Banking 2017 - The Branch is not dead, it’s evolving…
Source: 2017 ATM and Software Trends NetWorld Media Group
Source: Accenture
“Today’s ATMs are able to perform up to 90% of teller transactions without an onsite teller”
Branch Transformation – Showrooms, Stores and Service CentersAt the heart of Relationship Banking2017 – 2020: Consumers demand Human interactions and Banks increasingly drive relationship
banking, diversify services and accelerate digital transformation.
Tomorrow’s winners will be characterized not only by their technological prowess, but also by their ability to use that technology to empower their staff.
It is this combination of people and technology that will truly create competitive advantage in the future.
Accenture © Tech Vision Report 2017
NCR Innovation Conference 2017: Confidential
NCR Interactive Services.Local or remote assistance, merging the physical and digital channels
In person Assisted Service
Remote Assisted Service
INTERACTIVE TELLER
INTERACTIVE BANKER
ATM Self Service
INTERACTIVE EXPERT
Respond, Approve, ShowTrack, RespondConsult, Advise, Sales
Understand, Learn
& Optimize
APPOINTMENT MANAGEMENT IN BRANCH ASSISTANCE MI DATA
NCR Innovation Conference 2017: Confidential
Make Self Service Personal
Banks need to create opportunities through sales and service touchpoints to route customers back into a conversation with a staff member.
Staff members must be fully empowered by technology and data to offer the best advice at the right time. Accenture © Tech Vision Report 2017
NCR Interactive Banker, Changing the Banker ModelInsight, Control & Sales Orchestration
NCR Innovation Conference 2017: Confidential
Phase 2:
• IB ‘CRM & Sales’• European Customer
project
Control
12
3
Sales
One View
Visibility over customer sessions, devices and real-time control over transactions
NCR – Confidential - Use and Disclose Solely Pursuant to Company Instructions
Ch
an
gin
g t
he B
an
ker
Mo
del
Know your customerView, track and analyzeself service interactions
Provide offers or referrals for sales enablement
Identify customers seeking assistance
Personalized service with detailed view of customer
accounts
Transaction control, decisioning and approvals
Staff have a detailed view of health of devices
Increase availability with view of cash positions in cassettes
NCR Innovation Conference 2017: Confidential
NCR Interactive ExpertChannel holistic engagement across expanded hours, locations, devices
NCR Innovation Conference 2017: Confidential
In-branch Video Room or Kiosk
Video allows branches to instantly augment staff with product &
service experts
Anywhere Integration
Offers expertise from any channel as a stand-alone app
or embedded in existing applications
Share
Screen
Share
Screen
Customer’s own device
Multi-channel solution available across all digital
platforms, combined routing with NCR Interactive Teller
NCR Confidential 17
Falling short on human interaction creates major consequences.
• A negative experience has four to five times more impact than a positive one.
• Fully engaged customers own 2.7 times more financial products than inactive customers.
BAI Banking Strategies Executive Report © 2016
NCR Interactive Teller will transform your retail performanceBenefits realized by our 400+ North American Customers
NCR Innovation Conference 2017: Confidential
40%Reduction in
Costs
88%Increase in customer
service hours
35%Increase in
Member acquisition
60%Increase in
branch sales
Source : NAMER CU’s
POWERING BRANCH TRANSFORMATION WITH INTERACTIVE TELLER AND INTERACTIVE BANKEROctober, 2017
Kevin Heatley, Director of Technology, SVP, Gorham Savings Bank
GORHAM SAVINGS BANK
• Headquartered in Gorham, ME
• $1 billion in assets
• 17 locations
• 200 employees
• Core system is FIS Horizon
• Large commercial lending base
Dedicated to improving the economic and social well-being of our customers and the communities we serve.
GSB INTERACTIVE TELLER HISTORY:
WE CALL IT “BRANCH IN A BOX”
• Researched ITMs for 5 months,
including 4 site visits
• Installed 1st ITM in May, 2015, in brand
new location
• Installed 2nd ITM in September, 2015, in
self service location (GSB Express)
• Installed 3rd & 4th ITMs in the drive thrus
of 2 busiest branches in summer, 2016
• Installed 5th ITM in April, 2017, in brand
new location
Dedicated to improving the economic and social well-being of our customers and the communities we serve.
BEYOND ITMS, WE CHANGED
TELLER DUTIES AND LEVELS
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 22
UNIVERSAL BANKER DUTIES
• Less transaction focused
• More sales and cross selling focused
• Open deposit accounts
• Close consumer and mortgage loans
• Deeper conversations with clients
– Fraud reporting
– Life changes
– Business opportunities
– Referrals
– Educate on digital channels
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 23
UNIVERSAL BANKER PROS / CONS
• PROS
– More efficient way to serve clients (immediate help)
– Lower volume for more costly transaction channel
– Elevate and empower staff
– Helps with retention (compared to tellers)
• CONS
– Have to pay them more than traditional branch staff
– Accelerated onboarding process
– Need more ongoing training
– Branch coverage is more challenging
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 24
HOW DO ITMS HELP THIS MODEL?• Offload routine teller transactions from UBs
– Cash and check deposits
– Withdrawals
– Loan payments
– Address changes
– Check reorders
– Basic banking questions
• Extends the branch hours
– Fewer clients are coming into the branch during business hours
– Clients have more options closer to home after hours
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 25
HOW ITMs WORK AT GORHAM SAVINGS
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 26
The Main Office: Main Street,
Gorham, ME
3 lanes:
• ATM & Night Drop,
• Live teller via tube,
• and Branch in a Box (removed a
tube for the ITM)
HOW ITMs WORK AT GORHAM SAVINGS
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 27
HOW ITMs WORK AT GORHAM SAVINGS
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 28
GSB ITM Teller Workstation (meet Lindsay!)
HOW ITMs WORK AT GORHAM SAVINGS
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 29
Security camera feeds for each ITM
HOW ITMs WORK AT GORHAM SAVINGS
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 30
HOW ITMs WORK AT GORHAM SAVINGS
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 31
Desktop display: video camera, Teller Now (left, front), Core Teller
(left, back), ITM dashboard (right), and headset (right)
HOW ITMs WORK AT GORHAM SAVINGS
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 32
HOW ITMs WORK AT GORHAM SAVINGS
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 33
Branding wall behind the ITM Teller
CLIENT ADOPTION
• Not for business
• Not for all (look at your branch client profile)
• Just as fast as teller (with teller capture)
• Very high return usage rate
• Customers love the extended hours (7:30-6, 5 days a week)
• Need more education!
– It’s not just an ATM!
– It’s not like the self-serve line at the grocery store
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 34
THINGS WE LEARNED
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 35
• There are a LOT of other FIs installing ITMs –
learn from them!
• A lot more challenges with placing ITMs in a
lobby (vs. tellers)
• Remember customer perception
• Not for all clients (technology)
• Metrics
• In the drive thru, you can’t give out lollipops
and dog treats!
THINGS WE LEARNED
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 36
Signage
WHERE WE ARE HEADED
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 37
Bringing ITMs into a Wealth@Work program
More ITMs at branch drive-thrus
Extend ITM hours?
Reduce branch hours?
Fully automate branch(es)?
QUESTIONS?
Dedicated to improving the economic and social well-being of our customers and the communities we serve. 38
You can earn 10 points toward the
Innovation Game right now!
Please go to “Schedule” in the
mobile app, find this session, and
take a short survey to provide
feedback.
Surveys will remain open for 2
hours.
Check in code is S723
39NCR Innovation Conference 2017: Confidential
PLEASE GIVE US YOUR FEEDBACK!
INNOVATION CONFERENCE 2017
THANK YOU
NCR Innovation Conference 2017: Confidential
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