Tuesday, November 24, 2020 – As branches quickly pivoted to a COVID safe operation, some previous customer touchpoints that may have been underutilized found new life and new purpose. Two of these – the drive-up and appointment setting with bankers – are now poised to persist even as the pandemic fades. And another newer technology – the ITM – is successfully bridging the physical and digital divide by providing remote access to customer consultation for specialized banking needs.
In a recent Independent Banker article, the community banking publication interviewed Adrenaline’s CXO Gina Bleedorn for her thoughts on COVID’s impact at the branch. She shares her insights on ways that banks are remaining customer-centric even as we remain physically apart. Gina says that drives-ups are seeing a resurgence, along with banker appointments, but what she is most impressed with is a fusion of humanity and technology.
On ITMs, Gina says, “Those are wonderful, because they are bridging human and digital if the customer chooses to interact with someone, and they also give you a brand presence without having a full physical branch.” Deployment of ITM technology prior to COVID was somewhat slow and steady. But for those forward-thinking banks that began to put the hybrid machines in place, they found themselves well-positioned through the pandemic to benefit from staffing efficiencies while providing extended hours for customers.
For more industry insights for community banking, see how Community bank branches are evolving in Independent Banker magazine. The award-winning monthly publication by the Independent Community Bankers of America (ICBA) features community banking news, trends, insights, and analysis.
Also, join us on Believe in Banking to stay up to date on a variety of issues facing financial services in our COVID era, from the branch to the brand. To speak with one of Believe in Banking’s thought leaders or Adrenaline’s industry experts, contact us at firstname.lastname@example.org.
Adrenaline is an experience design agency that creates and implements end-to-end branded experiences through creative and environmental design. We enhance our clients’ customer experiences across digital and physical channels, from their branding and advertising to design and technology in their spaces. After transforming an organization’s brand, Adrenaline extends it across all touchpoints — from employees to the market to in-store environments. And, we focus on serving industries that sell human experiences including financial, healthcare, sports and entertainment.