For financial institutions, the role of the branch in meeting accountholder needs continues to evolve. In this podcast series, we explore how consumer preferences and technology are impacting the branch in some expected and some surprising ways, and what financial institutions can do to make the most of their branch strategy.
Consumers expectations around digital capabilities for moving and managing their money continue to increase. Online and mobile banking, digital account opening, digital loan origination – these are all threats to the future of the physical branch. Or so we thought. Join us as we speak with Raddon® Senior Research Analyst Caroline Vahrenkamp about how recent research shows an unexpected trend. When it comes to financial services, consumers want it all. They want the convenience of digital and mobile channels, but they also want an in-person experience for certain services. The future of the branch isn’t that it will disappear but, rather, that it will evolve.
Like any business, the strength of a financial institution’s brand in the market it serves can be a key driver for growth and success. Accountholder satisfaction is one of the three pillars of a strong brand, so what can you do to help keep customers or members satisfied? Hear from Karen Kislin, strategic advisor at Raddon®, and Jaime Dominguez, director of Product Strategy at Fiserv, about the role that trust, efficiency and an omnichannel experience play in keeping accountholders satisfied and loyal to your financial institution.
As more consumers turn to digital channels for simple transactions, the in-person experiences that bring accountholders into the branch become more important. The key to helping those experiences turn into long-term relationships? Your branch employees. We speak with Fiserv Client Solutions Consultant Heidi Laviero about the evolving and expanding role of branch employees into branch “all stars” with skills in advising, cross-selling and championing technology.
In the minds of your accountholders – whether individual consumers or businesses – the experience you provide defines your financial institution’s brand in the marketplace.
To learn more about how Fiserv can help you evolve your branch strategy or to schedule a complimentary consultation, complete the form below.
Your inquiry has been successfully submitted. We will route it to the appropriate member of our team and they will respond within two business days.