Branch transformation: to self-service and beyond

The compact, gleaming, and beeping bank-branded offices popping up in cities, malls, and stand-alone drive-throughs around the country could finally represent the next generation of bank branch design and functionality. The basic ideas behind them revolve around increased and aggressive use of self-service to conduct routine transactions, smaller square footage, and, most important, customer acceptance. Cost reductions and cost avoidance drive the first two of these, while customer satisfaction drives the last. NCR, endorsed earlier this year by ABA for ATM and branch transformation solutions, has been aggressively pursuing this line of research and development. The New York offices have NCR's latest offerings on display. At the basic end is a souped-up kiosk that's meant to handle nondeposit transactions, such as account opening, account maintenance, or appointment scheduling.