Customers now expect to be able to bank around the clock, and banks operations must adapt to meet this expectation. Digital channels are one way to effectively extend your operating hours and support your branch network. Strategic use of digital, as well as physical distribution channels plays a key role in customer acquisition and retention in this highly competitive banking sector.
Learn how to deliver exceptional omni-channel experience, and connect all consumer touch points together in order to offer seamless customer journey.
What Will This Workshop Cover:
Min Yun, Director of Customer Research and Planning from MUFG Union Bank US has an extensive financial services experience, primarily in retail banking and wealth management. He has served in both strategic and operational capacities with successful leadership experience in identifying strategic opportunities, engaging stakeholders at all levels and delivering effective and implementable solutions.
How implementing successful omni-channel strategy enables you to serve customers after business hours
How to ensure digital channels are intuitive enough to service whole range of generations
How your variety of customer facing channels enables you to serve more customers without the need to extend your physical network
Smart branches should offer customers ability to come into a branch any time of day or night and get anything they need, from new products like loans or credit cards to service, quickly. Are Virtual Teller Machines the best way to provide that?
Do you think your target market would benefit from VTMs?
What capabilities VTMs should have to improve your branch network (cash deposit, cash withdrawal, virtual account opening, card issuance etc.)?
Should VTMs be operated by a teller or Artificial Intelligence?
Self-service options start to play a more significant role these days, given that banks are trying to improve their stores efficiency while decreasing their costs at the same time. Establishing a plan to make sure customers are aware of self-service options is essential, as it increases branch capability and lets you serve more customers without a need for building new branches and hiring more staff.
MUFG Union Bank did a fantastic job with introducing variety self-service option in their network, including self-service kiosks and virtual teller machines. Learn how they promote their self-service capabilities to complement their branch operations.
In this session learn:
How to educate and encourage your customers to make simple banking activities via self-service channels
How to decrease your branch expenses by ensuring simple banking transactions are operated by self-service machines
How technology enabled workforce helps you serve more customers in your existing branch network
Check out the incredible speaker line-up to see who will be joining Min.
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