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Building the digital-first branch of the future
Besides digital, one of the hottest topics of the year is branch transformation. While the last 20 months have forced banks to invest more in digital-first customer engagement capabilities, branches are reopening and inching closer to near pre-pandemic levels. Consumers indicate they prefer to talk to a human for more complex banking activities and that may push some consumers back to the branch. But many consumers still plan to use digital banking for many banking activities post-pandemic. All of this is accelerating the need to inject human help into the digital channels. While many FIs were on a path to explore how to transform the role of the branch, the need to provide access to human help in a digital-first environment creates a bigger need to transform the role of the branch. What does this mean for branches and how should banks plan their customer engagement technology investments?

Join Nuance and Aite Group for research and insight that details:

• The role that digital will play serving as the front line for customer engagement
• How branches will evolve to advising consumers vs conducting transactions
• The technologies required in the new hybrid digital/human branch environment, including AI, cloud computing, conversational banking, and identity verification

Oct 12, 2021 01:00 PM in Eastern Time (US and Canada)

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