Consumers are changing, and financial institutions are feeling the pressure to innovate. Mobile banking has created some hoopla, but financial institutions can’t let the excitement detract from the focus on serving customers. And then there’s the question of what to do with the brick and mortar branch.
John W. Smith, our CEO, recently spoke with ngenuity Payments Journal about how to successfully innovate in bank branches. While technology certainly plays a role in making information more accessible, we can’t leave all the heavy lifting to robots. Even millenials say the branch is still important. Technology and humans work stronger together:
“The first thing the financial institution has to do is get their own staff using their own solutions so that they're comfortable with both problem resolution and adoption,”