The Tablet Stampede: How Branches Will Change in the Short Term

Celent Branch Transformation Panel Series Part 2
by Jean-Marie Ubigau,  Bob Meara, September 23, 2015
Other
North America

Abstract

Long before most banks launch new branch designs, tablets will be commonplace in legacy branches in an effort to improve customer engagement.

In the report The Tablet Stampede: How Branches Will Change in the Short Term, Celent offers an analysis of its second Branch Transformation Research Panel survey, which examines banks’ near- and medium-term branch channel objectives, recognizing that larger transformation initiatives will be years in the making.

A June 2015 survey found that over 60% of institutions felt that tablet usage by front line branch personnel would be “extremely likely.” The August 2015 survey explored how tablets would be used and found that institutions are planning to both supplement and replace desktops. Tablets will soon be used to facilitate sales and service interactions as well as to assist self-service transactions.

Banks face many obstacles, however. Chief among them is a lack of tablet readiness among vendor branch automation software applications.

“Tablets will quickly become a common fixture in the branch,” says Bob Meara, a senior analyst with Celent’s Banking practice and coauthor of the report. “But, with most software platforms not yet tablet-ready, usage will initially be limited to simple tasks.”

Several additional insights from the research include:

  • Banks are focused on a triumvirate of synergistic, short-term branch channel objectives: sales effectiveness, cost reduction, and digital channel adoption. Digital channel adoption is viewed both as a cost reduction play and as a more important strategic imperative to ensure customers “see what the bank has to offer.”
  • Cost reduction efforts, beginning with staff reductions and targeted branch closures, are well under way, led by larger banks. More structural changes are viewed as highly likely, but will take longer.
  • Integrating physical and digital channels is a high short-term priority, with obtaining a single version of truth (the proverbial 360-degree customer view) as well as coordinating account and loan origination activities across channels the most pressing objectives. Digital appointment booking is an important short-term capability for larger banks, with a third of panelists rating that capability “extremely important.” More esoteric examples of digital channel integration such as geolocation and prestaging transactions are comparatively unimportant.
  • Tablets will see widespread usage according to the panel, and a majority is well on their way with specific use cases in testing environments. Tablets will be used in both assisted self-service and sales/service interactions, replacing desktop workstations in some cases. Lack of branch automation software support is the most commonly cited barrier to their use.
  • Branch software environments are slowly changing. Emerging environments will leverage middleware and rely on browser-based user interfaces to accommodate a growing number of branch-based devices. Evolution to an omnichannel platform will be far off for most institutions.

This is the second of a series of reports based on Celent’s newly created Branch Transformation Research Panel. The purpose of the effort is to look deeply into the objectives, priorities, risks, barriers, and likely outcomes of the growing trend that is branch channel transformation in North America. Panelists were recruited among Celent clients and nonclients alike. Celent is accepting additional requests for membership in the panel and expects to field ongoing research through 2016 at semi-monthly intervals. To request to be on the Branch Transformation Research Panel, apply online.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Table of Contents

Executive Summary

1

 

Key Research Questions

1

Introduction

3

Near-Term Channel Priorities

5

 

Delivering the Omnichannel Experience

9

 

Physical Infrastructure

10

The Tablet Stampede

12

Branch Software Environments

16

 

How Vendors Are Enabling Tablets

18

 

The Uncertain Future State Environment

19

Recommendations

24

Appendix I: Panel Demographics

25

Appendix II: Survey Instrument

26

Leveraging Celent’s Expertise

30

 

Support for Financial Institutions

30

 

Support for Vendors

30

Related Celent Research

31

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