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Intelligent Digital Technologies Empower the Bank of the Future

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Intelligent Digital Technologies Empower the Bank of the Future

Banks are transforming the branch experience using digital technologies that enable new ways for banks to engage and service customers.

EXECUTIVE SUMMARY
The role of bank branches is changing dramatically. Transactions are moving to the Internet, giving customers fewer reasons to visit branches. In addition, new technologies, such as social networking and personal financial management (PFM) tools, are transforming the relationship with customers, forcing banks to develop new ways to create the right customer experience while empowering customers and giving them more control.

Given that bank branches are often located in premium, high-traffic areas, banks are motivated to get a better return from these properties; hence, they are reinventing them as the “Bank Branch of the Future.” If branch visits are less frequent, they must become more valuable and more interesting. One example is an interactive game the National Australia Bank (NAB) placed in the front window of their most central bank location in Melbourne. The game featured an indigenous brand of football, the leading sport in Australia; thus, it attracted very large numbers of passersby who played the game at all hours of the day. It was a highly successful experiment to see whether the public would engage with NAB in an innovative way and attract new customers.

Read the full Intelligent Digital Technologies Empower the Bank of the Future Solution Brief.