From appointment-setting to drive-ups and ITMs, Adrenaline’s CXO shares her thoughts on what changes will endure even after the pandemic subsides
Tuesday, November 24, 2020 – As branches quickly pivoted to a COVID safe operation, some previous customer touchpoints that may have been underutilized found new life and new purpose. Two of these – the drive-up and appointment setting with bankers – are now poised to persist even as the pandemic fades. And another newer technology – the ITM – is successfully bridging the physical and digital divide by providing remote access to customer consultation for specialized banking needs.
In a recent Independent Banker article, the community banking publication interviewed Adrenaline’s CXO Gina Bleedorn for her thoughts on COVID’s impact at the branch. She shares her insights on ways that banks are remaining customer-centric even as we remain physically apart. Gina says that drives-ups are seeing a resurgence, along with banker appointments, but what she is most impressed with is a fusion of humanity and technology.
On ITMs, Gina says, “Those are wonderful, because they are bridging human and digital if the customer chooses to interact with someone, and they also give you a brand presence without having a full physical branch.” Deployment of ITM technology prior to COVID was somewhat slow and steady. But for those forward-thinking banks that began to put the hybrid machines in place, they found themselves well-positioned through the pandemic to benefit from staffing efficiencies while providing extended hours for customers.
For more industry insights for community banking, see how Community bank branches are evolving in Independent Banker magazine. The award-winning monthly publication by the Independent Community Bankers of America (ICBA) features community banking news, trends, insights, and analysis.
To learn more about branch banking best practices, or to speak with one of our financial industry experts, contact Adrenaline today.
Adrenaline is an end-to-end brand experience company serving the financial industry. We move brands and businesses ahead by delivering on every aspect of their experience across digital and physical channels, from strategy through implementation. Our multi-disciplinary team works with leadership to advise on purpose, position, culture, and retail growth strategies. We create brands people love and engage audiences from employees to customers with story-led design and insights-driven marketing; and we design and build transformative brand experiences across branch networks, leading the construction and implementation of physical spaces that drive business advantage and make the brand experience real.
