Retail consumer experience

The Goldilocks branch

The Goldilocks branch

“Thinking about the story of Goldilocks, where she wanted to find the perfect size–neither too big, nor too small, really resonates with me and the buzz in our industry. Citigroup has launched a massive new flagship [...]

The Bank Branch Experience: Here to stay

The Bank Branch Experience: Here to stay

Fewer branches and more automation” seems to be the way we see the bank-customer relationship has been heading in recent years–or is it? The simple truth is that there are sizeable differences internationally in the way [...]

Why usability is important in driving consumers to the ATM channel

Why usability is important in driving consumers to the ATM channel

You may be thinking that if the ATM is just a self-service banking terminal that accepts deposits and dispenses cash, why is usability so important? First of all, usability is important given the huge and growing [...]

Quality beats quantity for Europe’s ATMs

Quality beats quantity for Europe’s ATMs

For years the focus for banks has largely been on expanding the ATM base. More machines means you can reach more consumers, and deliver the service that they demand. But while meeting the needs of the [...]

ATM fees: what’s the impact?

ATM fees: what’s the impact?

It seems like a simple equation for banks – add on a fee for using an ATM to generate enough income to offset the cost of operating the machines. Customers just don’t understand that it costs [...]

Branch closures: time for banks to get real

Branch closures: time for banks to get real

Branch closures continue to be the theme of the industry, even though reports show there has been a resurgence in customers’ use of branches of late. Rationalization is the word of the moment as financial institutions [...]