INSTEAD OF FOCUSING ON THE CONSUMER EXPERIENCE, FINANCIAL INSTITUTIONS TEND TO DEVELOP PRODUCTS TO MEET THEIR OWN INTERNAL PROCESSES AND OPERATIONAL EFFICIENCIES.

WE WERE STUCK IN A SELF-SERVICE DELIVERY PARADIGM AND DIDN’T KNOW IT

We published our Branch Transformation whitepaper entitled “Branch Transformation: The Plain Truth” in 2015. Little did we know that the “plain truth” would be that the conversation around Branch Transformation would itself transform significantly over time.

Since 2015, Glory has engaged in hundreds of strategic conversations with all types and sizes of financial institutions, as well as other industry stakeholders, as the banking landscape has continued to change to meet the needs and desires of banking customers. This paper attempts to synthesize those conversations, bring in recent research regarding customer desires, and provide fresh perspectives about the evolving nature of these conversations.

In 2013-14, the marketplace experienced a seeming overnight arrival of expanded capability ATMs, Personal Teller Machines, and Interactive Teller Machines with remote video assistance. Financial institutions were intrigued: “Do we need these technologies, and how can they benefit us?” Many financial institutions immediately forged ahead into experimentation mode with these devices.