Congrats on making it through 2022! We hope it was a good year for you.
As we move on to what’s ahead of us, especially as we look at our business, we are confronted with a question. That question is, “What should I bring with me into 2023, and what should I leave behind?”
1) A Siloed Service Model
Forget about tellers and bankers and greeters and loan officers and and and. Those ways of banking, where cold handoffs are required and everyone only has one or two roles they are able to complete, are far behind us. Universal associates that are cross-trained to handle everything a client needs is the way of 2021. And the easiest way to make this a reality is with tablet banking solutions like NOMADIX, which place the transactions of a teller into the hands of an untethered associate.
2) A Copy & Paste Branch Footprint
With in-branch foot traffic decreasing while drive-thru and self-service solutions receive more traffic, it is time to rethink (not close) your branches. It’s not uncommon for most of your branches to be alike, from size to floorplan, because many financial institutions build off of a set model or template. But only having one type of branch no longer makes financial sense (especially if they are big branches!).
For example, micro branches and modular designs like JUNXION can help decrease the size of branches in areas with a significant loss in traffic, and flagship branches can be designed in communities that still frequent branch locations regularly.
3) Limited Transaction Options
Digital and mobile banking adoption rates are at an all-time high. So did the use of ATMs, ITMs, and other self-service solutions (especially in the drive-thru!). This means that your clients are now familiar with completing various transactions without the assistance of a teller, and with familiarity comes expectation. In 2023, your clients will expect you to continue offering them more convenient ways to bank.
One solution: the NEXT machine, which has been built as a self-service, assisted-service, and full-service solution, meaning clients can complete what they need on their own, or receive help from a tablet-equipped associate with the click of a button.