The New CX for Bank Branches

Bank Branches must adapt their CX in a way that not only assures feelings of wellness for team members and customers but also preserves their brand.

Mobilize With Tactics for 'The New Normal'

1. Spatial Design

2. Technology Integration

3. Component Modification

4. Messaging Creative

1. Spatial Design

A major design directive for years now has been to shrink the branch footprint. New designs have brought customers and colleagues physically closer together. Out challenge within the new status quo is to separate individuals' personal space 'bubbles' without destroying the ability to connect customers and team members.

Now

  • Limiting occupancy and outdoor queing
  • Queueing spacers and traffic flow modifiers utilizing tape/stickers
  • Improvised signage holders

Next

  • Reconfigured layout to optimize social distancing
  • Areas dedicated to individual usage, self-service, and assisted self-service
  • Off-stage integration with on-stage design

2. Technology Integration

Technologies such as telepresence, ITMs, remote kiosks, appointment making systems, visitor counting systems, and even robots, holography, and haptics are worth considering. They are brand relationship- and efficiency-builders and are new opportunities for innovation. They also practically reduce person-to-person contact and the spread of germs.

Now

  • ATMs
  • ITMs
  • Automated Doors
  • Digital Displays

Next

  • Higher prevalence of self-service: telepresence pods/remote kiosks
  • Use of 'no-touch' technologies: gesture, voice, and smart phone control
  • Omnichannel strategy, API integration

3. Component Modification

The kit of components must be modified to align with the needs of 'the new normal'. Future-proofed modifications assure improved safety, express the brand, and when new milestones are reached they will be able to change again. New, innovative components with 'no-touch' and 'clean-touch' design solutions will resonate with colleagues and clients for the foreseeable future.

Now

  • Makeshift barriers and signage such as generic plexiglass barriers
  • Disinfectant wipes and dispensers
  • Increased sanitization of high-touch surfaces

Next

  • Components designed for 'one-at-a-time'
  • Modifications to support social distancing behavior
  • Integrated and branded separation barriers
  • Modular and tech-integrated components

4. Messaging Creative

Create a platform for communications that can be more personal and engaging with new digital applications. Colleagues and customers need to be assured that their safety, health, and well-being is in best interest through consistent, relevant, and on-brant content.

Now

  • Makeshift signage
  • Inconsistent messaging across network
  • Lack of communication regarding action being taken

Next

  • Relevant and on-brand content
  • New communications platforms
  • Consistent rollout of campaigns across network and various communication channels
  • Clear communication of action taken
To explore these ideas further, please feel free to download our New CX thought paper on Bank Branch Adaptation by clicking the button below.
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