insights.samsung.com Open in urlscan Pro
52.71.164.181  Public Scan

Form analysis
6 forms found in the DOM

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Name: SEAEC2016InsightsConsolidated — POST https://s188599536.t.eloqua.com/e/f2

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Name: SEAEC2016InsightsConsolidated — POST https://s188599536.t.eloqua.com/e/f2

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---

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---

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---

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Home / Finance / Retail Banking

Featured posts in

RETAIL BANKING


HOW RETAIL BANKS CAN TRANSFORM THROUGH TECHNOLOGY TO WIN IN THE BRANCH


PRIVATE: COMPETE OR ELSE: THE TRANSFORMATION IMPERATIVE IN RETAIL BANKING


Video


HSBC PROVES THE TIME IS RIGHT FOR WEARABLES IN THE ENTERPRISE

Retail Banking


HOW RETAIL BANKS CAN TRANSFORM THROUGH TECHNOLOGY TO WIN IN THE BRANCH

Published Dec 21, 2022By: Jerone Abueva

Retail banks are intent on transforming the branch office experience. Like
businesses across the retail spectrum, they are trying to satisfy and impress
customers who have fully embraced mobile technology but still covet face-to-face
interactions for milestone moments in their financial lives.

Digital banking surged during the pandemic, as 44 percent of retail
customers used their bank’s mobile app more than they did pre-pandemic. For many
consumers, that’s changed what they seek from their bank when walking into a
branch. Instead of cashing a check or checking a balance, many now seek advice
or face-to-face service.

Banks have done great work with online technology, and now it’s time to bring
comparable transformation to the retail branch. But for many banks, the
in-branch experience has hardly changed in decades — except perhaps to become
more transactional as the customer base has grown.


SUPPORTING THE BANK ASSOCIATE

My colleagues and I work continuously to understand the role of technology in
transforming the retail branch experience. We are deeply engaged in retail
banking and believe technology plays a major role in optimizing the in-branch
employee experience and the customer omnichannel experience.


SHOP SPECIAL OFFERS

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SPEAK TO A SOLUTIONS EXPERT

Get expert advice from a solutions consultant.

Talk to an Expert


WHO ARE YOU BUYING FOR?

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I’m buying for myself

View Latest Offers

I’m buying for a small business

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I’m buying for a large enterprise

Talk to an expert

Do you need to transform your branch experience? To find out, ask yourself these
questions:

 * Can you greet customers by name — and know their reason for visiting — even
   if they don’t regularly visit the branch?
 * If you have a greeter stationed near the door, what is that person’s capacity
   to answer complex questions or serve the customer?
 * How long do customers typically wait to meet with a specialist? And a
   follow-up question: Does your bank track this wait time?
 * Do customers feel like your bank is listening to them, or do they have to
   repeat their needs and situation to every new representative they speak with?


CREATING A SEAMLESS EXPERIENCE

What would a branch transformation mean? First, it would require equipping your
branch, associates and their clients with the seamless, frictionless,
omnichannel experience that we have all come to expect when shopping online and
interacting with technology companies.

Crossing this divide is a high priority at big banks because the evidence is
clear that customers want to be known and valued at the branch. Even with the
rise of digital banking due to the pandemic, 28 percent of consumers still
prefer to carry out banking tasks at branches, according to research from
McKinsey. That share jumps to 50 percent for more sensitive or involved tasks
like fraud or financial advice.



Also, with more banking moving online, banks risk losing an emotional
connection with consumers, according to Accenture. That could make banking
commoditized and hit banks’ efforts to build customer trust. Millennials and Gen
Z are less likely to stay loyal to a bank than previous generations. Add in
fierce competition from neobanks, and building customer trust and loyalty will
be key to banks’ growth.

Roles within the branch are changing to meet the more significant needs of
customers. More branch employees are becoming universal bankers, able to help
consumers with various tasks. As a result, the number of advisors and universal
bankers per branch has jumped by 48 percent, according to McKinsey.

To support their expanded roles, banks should outfit all branch personnel with
the technology they need to serve the customer fully, whatever their position.
So it’s well worth equipping your staff across roles and channels with the
devices and software they need to serve as a single, knowledgeable unit to
provide a seamless customer experience.

For example, through wearables, employees can be alerted when a customer walks
in and provide immediate assistance by pulling up their customer data.


WHAT PERSONALIZATION CAN MEAN

Here are more details on what personalization can mean for customers visiting a
bank branch:


KNOW YOUR CUSTOMER

Provide customer information to bankers as soon as a customer walks into the
bank. Bankers are alerted on their wearables or tablets and can walk up and
greet the customer by name. Bankers can also scan customer IDs on tablets to
verify their identity for security. Our Galaxy phones and wearables can make
these alerts clean and discreet to avoid distracting other customers in the area
while accomplishing a host of other tasks your staff usually completes in front
of a computer.


IMMEDIACY

Not only can bankers know when their customer walks into the branch, but
customers with the bank app on their phone can be added immediately to the queue
and confirm their reason for the visit on their phones. If customers lack the
app, they can walk up to a self-service tablet to provide a reason for their
visit. If their need is low-touch, the tablet will direct them to a virtual
teller kiosk. This process will help shorten customer wait times and help
employees with queue management.


CONNECTED EXPERIENCES

Keep track of conversations across all systems, from call center to branch, to
provide seamless connected customer experiences. Provide all employees with a
secure enterprise-grade account to ensure branch associates have the information
they need to offer the best customer experiences. As a result, employees will
feel better supported when meeting with customers, and customers will receive
the connected experiences they crave.


WHAT'S NEXT FOR THE FUTURE OF FINANCE?


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Technology can also create better-connected employee and customer experiences:

 * Bankers can meet other employees where they are in the branch and access
   relevant information via a tablet.
 * Bankers can pull up account information and share personalized products on
   the customer-only tablet screens.
 * Foldable mobile phones, such as Samsung’s Galaxy Z Fold4, provide employees
   with the ability to access multiple insights, from customer account details
   to market trends, in a single view.
 * Customers can use self-service kiosks for immediate service of more
   straightforward tasks.
 * Samsung tablets like Galaxy Tab S8 can put the power of multiple devices,
   including POS pads, ID scanners and thin clients/PCs into one device. Using a
   tablet for multiple purposes creates a more seamless experience while helping
   banks lower hardware costs.
 * Providing employees with these devices enables them to increase speed of time
   to competency as well as the ability to reskill/upskill, which in turn
   encourages employee loyalty and retention.


THE SAMSUNG VISION

Technology can also smooth the transition from working on a phone to a tablet to
a desktop. Samsung DeX, in particular, deserves a place in every retail bank’s
road map. Built into all Galaxy flagship phones and tablets since 2018, DeX
enables a mobile device to support a full desktop experience via a monitor,
keyboard and mouse, providing a seamless employee experience throughout the
branch. In addition, DeX lets you create a fully mobile desktop computing
environment that connects branch employees immediately to any applications they
need, whether directly on their devices or through virtual desktop
infrastructure (VDI) provided by services such as Citrix and VMware.

All Samsung mobile devices incorporate the security and flexibility of Samsung
Knox, our defense-grade security and device management platform. Samsung Knox is
built into Galaxy devices from the chip up and runs constantly in the
background. With the introduction of our Knox Suite, we’re providing customers
with an all-in-one solution to solve their most complex mobility requirements.

Giving branch employees mobile devices does increase the risk of loss or theft.
That’s why our Knox Guard offers an inexpensive option to protect and control
access to corporate mobile devices — and the data they hold — when a device is
lost, stolen or just misplaced. In addition, Knox Guard can automatically lock
devices if they go offline for a preconfigured period, work to recover them with
push notifications, or use device-wipe capability to protect confidential data —
all remotely.

With the security and flexibility offered by Samsung Galaxy devices, retail
banks have the opportunity to transform the branch experience for their clients
and customers — and keep ahead of the competition.

Learn how Galaxy Z Fold4 and the Galaxy ecosystem can support your productivity
on the go. And sign up for a Samsung Business Account to get exclusive offers,
including volume pricing discounts, on Galaxy Z Fold4 and Galaxy Z Flip4.

Posts By

JERONE ABUEVA

As Director of Business Development Solutions, Financial Services Industry,
Samsung Electronics America, Jerone Abueva helps lead a team focused on creating
new solutions to Samsung's customers' real world problems. With experience in
business development and strategy across B2B verticals such as technology,
finance and government, Jerone brings a wealth of knowledge and experience in
co-creating solutions with clients to drive their business growth.

View more posts by Jerone Abueva

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 * branch efficiency
 * IT Strategy

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