Quote of the month

“The meeter-greeter welcome customers and help them migrate to alternative channel for low value transactions.”
Anberto Planta, Head of branch development and innovation, BNL – Gruppo BNP Paribas, Italy

Overall issues

•  New developments
  Branches need to move forward by embracing the latest innovations, new branch designs and new merchandising concepts. They also need to explore new technologies, new programmes and new branch models.
•  New strategies
  The role of the branch office within a multi-distribution channel strategy needs to be more clearly defined. There should also be a more in-depth exploration of how alternative channels can complement the branch office approach.
•  New experiences
  Banks need to look more closely at issues such as how the branch of the future will operate; the importance of the customer experience; and the best ways of measuring service quality.

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Recently published Efma studies

"Creating the smarter knowledge bank", by the Efma Banking Advisory Council and with the support of Microsoft (October 2008)

"Multichannel sales productivity" by Finalta (November 2008)

Best speaker:

Håkan Nordblad, SVP, Head of Future Branch Programme & Lean Banking, Nordea, Sweden

Best presentations:

• “Is the branch of the future more than just a branch?”
  Michael Ruckman, Founder and President - Senteo, Russia

• “Civic banking – Social innovation to better compete”
  Pablo Armendariz, Head of innovation - Caja Navarra, Spain

• "Reinventing the branch"
  Hans van der Horst, Managing director, Branch network - ING, Netherlands