Physical Channels conference at the Efma Distribution Summit
Branch transformation and digitisation
While just a few years ago it was argued that the branch is dead, today more banks are realising that this isn’t the case; indeed, physical channels are an essential part of an effective multidistribution strategy. However, the role of these channels is changing. In a digital world, banks need to apply digital principles to the bricks and mortar environment by implementing the latest ATM and kiosk technologies and by digitising processes and empowering frontline staff with the latest digital technologies to enable them to deliver better customer service and support.
In this conference we take a look at all of the above and hear from leading banks to find out about their strategy. We learn that there is no one-size-fits-all approach and understand how banks are deciding which branch format fits which area and which branches need specific expertise. We also find out how to improve sales efficiency in physical channels: how can staff sell more while, at the same time, achieve optimum levels of customer satisfaction?
The role of the branch: What is the role of the branch, both now and in the future? How does it need to evolve to meet the needs of today’s digital-savvy customers? What is the most effective format? How does it fit within an omnichannel strategy?
Branch employees: Should branch staff be focused on selling? How should they be rewarded? Should banks reduce the number of staff in branches?
The ATM: What is the role of the ATM today? What new innovations are setting tongues wagging?