iPad kiosks
The retail industry has been employing
a similar strategy to compete with
e-commerce. Successful omnichannel
experiences are helping retail brands to
create personalised in-store shopping
experiences for its customers. Here’s
how digital touchpoints are changing the
way banks and credit unions look and
feel today.
Self-service
Financial institutions like Lloyd’s Bank
are improving the user experience by
empowering do-it-yourself customers
through self-service kiosks. Customers
have quick access to personal account
information, financial services and tools,
as well as sign-up or enrolment for new
programmes via user-friendly tablets.
These digital touchpoints are also a
convenient way for banks and credit
unions to cut costs by moving away from
print materials and transitioning over to
digital content. Furthermore, reduced
wait times and shorter lines enable
banks serve more customers throughout
the day.
Self-service stations also provide
banks an additional opportunity to
26 KIOSK solutions
connect, understand and interact
with customers. Leveraging marketing
solutions like Salesforce Marketing
Cloud, banks have more visibility into
the customer journey, which can drive
conversions and grow relationships
by delivering smarter customer
experiences.
Personalised experience
As digital technologies become an
intrinsic part of bank environments,
traditional banking counters are
becoming a thing of the past. Bank
designs are evolving into more customer-
friendly environments to make banking
a frictionless, and dare I say, enjoyable
process. This means that more features
like self-service touchpoints, iPad kiosk
infotainment stations for children, or
coffee shops like the Capital One Café.
A big advantage for the new style of
bank design is the freedom employees
have to walk around and provide on the
spot assistance, as they’re no longer
behind a desk or counter. This creates
opportunities for employees to focus on
high value interactions where cross-sell
and upsell opportunities exist, or simply
deliver a smarter and more personalised
customer service.
Navy Federal Credit Union in the
United States, one of the world’s largest
bank and credit unions, has been using
iPad kiosk solutions to show members
how to use its mobile app to make
deposits, transfer money and check
balances. Additionally, the organisation
has a designated kids area, where the
tablets display games for entertainment,
as well as educational content.
Identification management
According to Accenture, more than
$1 billion is spent annually on identity
management solutions in the United
States, with banks topping the list of
investors. Security is – and will always
be – a priority for financial institutions
and new technologies are helping to
streamline the identification process.
Retail banks are increasingly using
voice and facial recognition technologies
to identify customers quickly, allowing
them to simply access or open a new
bank account, and even to make ATM
withdrawals. Palm vein recognition like
Fujitsu’s PalmSecure, uses infrared light
to scan veins in a user’s palm. Fujitsu
claims its technology is safer than
fingerprint scans, with a false acceptance
rate of 0.00008% and a false rejection
rate of 0.01%. The technology has been
deployed in Japan’s Bank of Tokyo-
Mitsubishi, as well as the UniCredit bank
in Italy. n