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Branch Transformation

How can banks deliver successful branch transformation?

Banks are rushing to create better branch experiences in the wake of changing customer expectations post pandemic. But how can they make the transformation successful? Here are a few trends to keep in mind to help with that.

How can banks deliver successful branch transformation?Image via iStock.com


| by Bradley Cooper — Editor, ATM Marketplace

As customers continually turn towards contactless payments and experiences, banks have had to adjust not just their overall strategies but also how they use branches. The pandemic has only sped up this trend of transforming branches into more optimized spaces.

"The pandemic's influence on consumer behavior is driving several branch transformation trends," Simon Powley, head of advisory services, Diebold Nixdorf, said in an email. "Banks have been closing and consolidating their branch network and making branches more efficient. We saw this increase during the pandemic as more people started turning to digital banking."

So, the question emerges: how do banks deliver successful branch transformations? One way is through more self-service solutions such as multi-function ATMs. For example, Abu Dahbi-Islamic Bank, a bank based in the United Arab Emirates, recently deployed Diebold Nixdorf's Smart Teller ATMs, which offer a variety of services including a debit card dispenser, biometric signature pad, document scanner and a near-field communication receiver for contactless transactions.

"The introduction of Smart Tellers to ADIB's branch network represents another channel for customers to access essential banking services in a fast, secure and convenient manner," Philip King, global head of retail banking at ADIB, said in a case study. "Whether opening a bank account, applying for a new card or managing finances, Diebold Nixdorf's self-service technology makes customers' lives easier."

Powley said that by utilizing these types of multi-functional ATMs, banks can save money by servicing customers outside of the branch.

In order to create a successful branch transformation, banks will need to tap into a few other trends as well, which Powley identified as:

  • Interactive video tellers to offer extended services outside of branch hours.
  • Touchless transactions with tools such as pre-authorized deposits at ATMs.
  • ATM transactions via mobile apps.

By utilizing features such as these, banks can also help future-proof their physical locations.

"A robust, efficient self-service channel offers banks a forward-looking opportunity to evolve their physical bank branches and allows staff at the branch to focus on more value-added services and relationship-building activities," Powley said. "ATMs and other self-service tools at the branch can also reduce customer wait times and offer greater convenience, while maintaining the physical touchpoint that some customers continue to prefer."

In order to make all of these tools work together, banks need to remember to make the experience as seamless as possible.

"Consumers' expectation are often driven by technology, making it critical that hardware and software are aligned to optimize the customer experience," Powley said. "To ensure a successful transformation, this means integrating digital and in-person banking journeys, allowing customers to transition seamlessly between mobile apps, ATMs, virtual bank tellers and more."

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Diebold Nixdorf


As a global technology leader and innovative services provider, Diebold Nixdorf delivers the solutions that enable financial institutions to improve efficiencies, protect assets and better serve consumers.

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Bradley Cooper

Bradley Cooper is the editor of ATM Marketplace and was previously the editor of Digital Signage Today. His background is in information technology, advertising, and writing.

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