What does Branch Transformation mean to you?
(a) Delivering an engaging member experience
(b) Enhanced member discovery of products and services
(c) Enabling open branch designs and Universal Associates
(d) Branch technology, all connected and integrated with your core
(e) Migrating transactions to more efficient channels
(f) A mix of any or all of the above
If you answered with letter F, you’re correct! The meaning of Branch Transformation really depends on who you’re asking. Though the answers may vary, we found a common denominator: credit unions share similar objectives and struggles during the branch optimization process and need direction on how to execute their vision.
In our webinar last week, The (Almost) Unfair Episys Advantage: How to Amplify your Branch Experience with the Transformation Ecosystem, CFM teamed up with Symitar to explore the latest solutions for Episys users aligned to CU market needs for fast tracking branch optimization and creating retail-focused member journeys.
Celent, an independent market research firm, recently outlined the top three major objectives that Credit Union executives have determined to be critical to their branches in the near-term:
Though representatives are assisting with transactions, the exchange shouldn’t be transactional! Your front line should make an impact in every single member interaction.
2. Favorably influencing adoption of digital channel capabilities
Help members adopt digital channels in a positive way with an engineered interaction that isn’t left up to chance.
3. Reduce channel costs
This sounds simple, but branches are the best way to sell and onboard members to other channels – strategy behind the execution is key!
Luckily, many FI’s already have a purchasing strategy in place to remain competitive with member needs. Early adopters in CU Branch Transformation with “Apple-esque” experiences have heightened member expectations and challenged the industry to create a more meaningful retail journey.
FI budgets have shifted to tech solutions to meet these needs, (tablets, cash recyclers, digital signage, and interactive surfaces) yet only 10% of those FI’s have a clear vision of which solutions will solve for critical market objectives.
The new Branch Transformation Ecosystem was created to empower Episys users to solve for these major objectives that the market has identified as their biggest challenges with tools that provide an (almost) unfair advantage in elevating the member experience.
Cody Willis (CFM), Phyllis Chappell and Andrew Mazzare (Symitar) discuss how the CFM/Symitar partnership built the foundation for Branch Transformation, explain the solutions within the Branch Transformation Ecosystem in alignment with market needs, and show how it all connects to deliver an incredible member experience.
If you didn’t get a chance to attend, you can access our replay of the webinar here.