I know, I just mixed a metaphor – and I used a simile for a branch acting like a person. Grammar be damned – the things bankers are doing these days with mobile in the branch just make me think of this ugly bionic man with all kinds of weird contraptions hanging off of him. <\/p>\n\n\n\n
I’ve spent most of my career helping bankers think differently about self service, or rethinking connected strategy. And I’m going way back – even in 1989 when I started in commercial online banking (we called it cash management back then) the biggest challenge was always convincing a banker to abandon what worked really well today for something they couldn’t envision working better tomorrow. I remember in 1995 talking to a banker about shifting from a distributed PC dial up and sync solution to an internet based online commercial banking solution and her looking at me like I was trying to convince her that the phone in her car would one-day fit in her pocket. <\/p>\n\n\n\n
So today – we need to stop trying to hang tablets off of ATM’s; and stop developing our mobile banking applications in silos. We can’t consider a teller application running on a Microsoft Surface as a mobile banker solution; and we can’t consider dropping Salesforce.com CRM in the branch as a complete sales platform. It’s time to kill the cyborg branch and rebuild the business that customers still walk into. <\/p>\n\n\n\n
The industry is transforming and needs to continue to shift from application specific solutions to a more consolidated approach to delivering multi-channel solutions. I expect all of this to change in the coming years. <\/p>\n","protected":false},"excerpt":{"rendered":"
I know, I just mixed a metaphor – and I used a simile for a branch acting like a person. Grammar be damned – the things bankers are doing these days with mobile in the branch just make me think… <\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[14,13,4],"tags":[21,80,35,82],"class_list":["post-28982","post","type-post","status-publish","format-standard","hentry","category-banking-tech","category-mobile-tech","category-technology","tag-banking","tag-branch-banking","tag-mobile","tag-teller"],"jetpack_featured_media_url":"","jetpack_shortlink":"https:\/\/wp.me\/p3mX8K-7xs","jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":30989,"url":"https:\/\/www.charanis.com\/blog\/2022\/11\/06\/a-year-with-microservices-and-omnichannel-banking\/","url_meta":{"origin":28982,"position":0},"title":"A year with Microservices and Omnichannel Banking","author":"Jimmyc","date":"November 6, 2022","format":false,"excerpt":"Omnichannel - that won\u2019t get a lot of hits on my blog. But Microservices will. The reality is Omnichannel is overused but it is important. And microservices have enabled it. Last year I shifted from enterprise solutions to our digital first solutions - selling the combined solutions between our Channel\u2026","rel":"","context":"In "Banking Tech"","block_context":{"text":"Banking Tech","link":"https:\/\/www.charanis.com\/blog\/category\/banking-tech\/"},"img":{"alt_text":"Jim at NCR","src":"https:\/\/i0.wp.com\/www.charanis.com\/blog\/wp-content\/uploads\/2022\/11\/charanis-NCR-1-scaled.jpeg?fit=900%2C1200&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.charanis.com\/blog\/wp-content\/uploads\/2022\/11\/charanis-NCR-1-scaled.jpeg?fit=900%2C1200&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.charanis.com\/blog\/wp-content\/uploads\/2022\/11\/charanis-NCR-1-scaled.jpeg?fit=900%2C1200&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.charanis.com\/blog\/wp-content\/uploads\/2022\/11\/charanis-NCR-1-scaled.jpeg?fit=900%2C1200&ssl=1&resize=700%2C400 2x"},"classes":[]},{"id":154,"url":"https:\/\/www.charanis.com\/blog\/2013\/08\/20\/the-customer-journey-experience-in-banking-hbr-article\/","url_meta":{"origin":28982,"position":1},"title":"The customer journey experience in banking: HBR Article","author":"Jimmyc","date":"August 20, 2013","format":false,"excerpt":"Interesting article in the September issue of the Harvard Business Review: The Truth About Customer Experience by Alex Rawson, Ewan Duncan, and Conor Jones.\u00a0 The focus of the article to me is about how we have often focused on individual customer interactions but fail to look at the end-to-end \u201cjourney\u201d\u2026","rel":"","context":"In "Banking Tech"","block_context":{"text":"Banking Tech","link":"https:\/\/www.charanis.com\/blog\/category\/banking-tech\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.charanis.com\/blog\/wp-content\/uploads\/2013\/08\/The_Truth_About_Customer_Experience_-_Harvard_Business_Review.jpeg?fit=1168%2C259&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.charanis.com\/blog\/wp-content\/uploads\/2013\/08\/The_Truth_About_Customer_Experience_-_Harvard_Business_Review.jpeg?fit=1168%2C259&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.charanis.com\/blog\/wp-content\/uploads\/2013\/08\/The_Truth_About_Customer_Experience_-_Harvard_Business_Review.jpeg?fit=1168%2C259&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.charanis.com\/blog\/wp-content\/uploads\/2013\/08\/The_Truth_About_Customer_Experience_-_Harvard_Business_Review.jpeg?fit=1168%2C259&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.charanis.com\/blog\/wp-content\/uploads\/2013\/08\/The_Truth_About_Customer_Experience_-_Harvard_Business_Review.jpeg?fit=1168%2C259&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":11535,"url":"https:\/\/www.charanis.com\/blog\/2013\/10\/26\/todays-rant-multi-channel-is-not-multi-technology-or-multi-cross-sell-it-has-to-start-with-the-customer\/","url_meta":{"origin":28982,"position":2},"title":"Today’s Rant: Multi-Channel is not multi-technology or multi-cross sell; it has to start with the customer","author":"Jimmyc","date":"October 26, 2013","format":false,"excerpt":"Considering all of the conversations I've had with customers over the years about cross sell, multiple channels, touch points and technology investment the conversation always starts with \"what should we do?\" Be accessible with technology and with personality. \u00a0Build the processes and tools to facilitate that. Reconsider this - \"what\u2026","rel":"","context":"In "Banking Tech"","block_context":{"text":"Banking Tech","link":"https:\/\/www.charanis.com\/blog\/category\/banking-tech\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":29220,"url":"https:\/\/www.charanis.com\/blog\/2020\/01\/24\/is-it-time-for-iso-20022-atm-driving-is-it-time-to-abandon-atm-driving-all-together\/","url_meta":{"origin":28982,"position":3},"title":"Is it time for ISO 20022 ATM Driving? Is it time to abandon ATM Driving all together?","author":"Jimmyc","date":"January 24, 2020","format":false,"excerpt":"Could an ISO 20022 web-services based ATM Terminal Handler\/Driver reduce costs and accelerate innovation by consolidating applications, connections and platforms. Would bankers, ATM vendors and bank application providers get on board with such a strategy? Do we still need ATM drivers in an IOT world? One idea to help banks\u2026","rel":"","context":"In "Banking Tech"","block_context":{"text":"Banking Tech","link":"https:\/\/www.charanis.com\/blog\/category\/banking-tech\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.charanis.com\/blog\/wp-content\/uploads\/2020\/01\/ISO20022.png?fit=433%2C311&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":126,"url":"https:\/\/www.charanis.com\/blog\/2013\/09\/29\/develop-deploy-and-interact-with-your-customers-in-the-way-of-the-future\/","url_meta":{"origin":28982,"position":4},"title":"Develop, deploy and interact with your customers in the way of the future","author":"Jimmyc","date":"September 29, 2013","format":false,"excerpt":"I've been exploring the world of mobile technology a lot more lately. Both the development of mobile apps or online applications and the deployment and security around these interactions. \u00a0After considering how my friends in the financial services industry have been deploying cash management, online banking and mobile banking solutions\u2026","rel":"","context":"In "Banking Tech"","block_context":{"text":"Banking Tech","link":"https:\/\/www.charanis.com\/blog\/category\/banking-tech\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.charanis.com\/blog\/wp-content\/uploads\/2013\/09\/20130929-165302.jpg?fit=300%2C225&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":11532,"url":"https:\/\/www.charanis.com\/blog\/2013\/11\/06\/retail-online-banking-innovation-or-evolution\/","url_meta":{"origin":28982,"position":5},"title":"Retail Online Banking – Innovation or Evolution?","author":"Jimmyc","date":"November 6, 2013","format":false,"excerpt":"I spent the day visiting with bankers, executives and vendor salespeople at BAI Retail Delivery 2013 - Denver, CO November 5-7. 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But not just yet as legacy systems, back office real-time\u2026","rel":"","context":"In "Banking Tech"","block_context":{"text":"Banking Tech","link":"https:\/\/www.charanis.com\/blog\/category\/banking-tech\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_likes_enabled":true,"_links":{"self":[{"href":"https:\/\/www.charanis.com\/blog\/wp-json\/wp\/v2\/posts\/28982","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.charanis.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.charanis.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.charanis.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.charanis.com\/blog\/wp-json\/wp\/v2\/comments?post=28982"}],"version-history":[{"count":3,"href":"https:\/\/www.charanis.com\/blog\/wp-json\/wp\/v2\/posts\/28982\/revisions"}],"predecessor-version":[{"id":29783,"href":"https:\/\/www.charanis.com\/blog\/wp-json\/wp\/v2\/posts\/28982\/revisions\/29783"}],"wp:attachment":[{"href":"https:\/\/www.charanis.com\/blog\/wp-json\/wp\/v2\/media?parent=28982"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.charanis.com\/blog\/wp-json\/wp\/v2\/categories?post=28982"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.charanis.com\/blog\/wp-json\/wp\/v2\/tags?post=28982"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}