Customers expect seamless experiences when dealing with a single entity across their platforms, be it offline or online. Branches of the future have smarter ATMs, video conferencing and interactive displays to address clients immediate needs, which in turn means that employees’ role will be altered to provide more in-person services, such as financial consulting and advice. Wit h the improvement in location based sensors and targeting, data collected at branches can inform branch managers customers’ in-person experience (waiting time, mobile usage, frequency), as well as push notifications and services that could optimize their time at the branch. In turn improved online services can act as extension of the branch experience (e.g. submitting documents through a mobile app). This panel looks at the future of branch as a retail experience, the technologies available today and the opportunities that optimized branch experience can create for the banks.
Firas Mousli, Regional manager, MENA, Innofis
Fadi Chalouhi, Group General Manager Retail Banking, Kuwait Finance House
Moderator: Hadi Kabalan, CEO, Wardrobe Place Capital Management
