CBA Team Contact
Kerim Tumay, VP of Marketing, Kiran Analytics, A Verint Company
Dave Martin, President, Bankmechanics
Mark Shonebarger, Banking Technology Consultant
Four or five years ago, most banks were in the early stages of their branch transformation journeys. Back then, bankers couldn’t even agree on the meaning of branch transformation. Fast forward the clock. Branch transformation is happening. The end game, as it has always been, is simple - simultaneously delivering outstanding in-person CX in branches, growth, and efficiency.
Recently, Kiran Analytics conducted a survey of bankers with networks of 100 or more branches. While their progress in their unique transformation journeys are different, bankers have a consensus on their top five or six priorities. It was no surprise that consensus top priority was “improving in-person CX” and migrating routine transactions to digital and self-service channels were top priorities. Nearly two thirds of the respondents said they adopted universal banker. TCRs and workforce management software are the two most commonplace branch technologies. And, aligning branch formats with market opportunity was the top network optimization initiative.
Our survey results provide useful insights about the current state of branch transformation. However, everyone knows customer behaviors, organizations, workforce, and technology are continuing to change. So, transformation must go on. Given that reality, how do you keep your people, processes, and technologies aligned on your bank’s priorities? Are you using analytics to learn how things are changing on the ground and what to do about them? Does your organization have the agility to make timely, intelligent branch transformation adjustments?
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Kerim Tumay leads marketing at Kiran Analytics, a Verint company. He has over 30 years of experience in the development, marketing, and delivery of predictive analytics solutions. He has deep technical knowledge in simulation, predictive analytics, text analytics, content management, and semantic technologies. Prior to Kiran Analytics, he held executive management positions at ProModel, CACI, Convera (now NTENT).
Kerim holds B.S. and M.S. degrees in Industrial Engineering and Management Systems from Arizona State University.
He is the author of various proprietary market research projects on branch transformation, workforce optimization, and advanced analytics. He is also a contributing writer for BAI Strategies.
Dave Martin is the president of Bankmechanics, a firm dedicated to providing tools to engage, inform, and motivate bankers. As an expert on retail branch and in-store banking, Dave has trained and consulted on-site with over 200 banks in 46 states and Canada over the past 20 years.
Dave Martin's Advantage Letter is one of the longest running newsletters in the banking industry - inspiring thousands of bankers, retailers, and service industry professionals to help their teams succeed. Dave also writes the longest running monthly opinion column for the American Banker publication.
His unique perspectives have made him a frequently featured speaker at retail banking conferences.
Mark has over 40 years of experience in the financial industry with long term roles at Bank One (now part of Chase), NCR and Huntington National Bank. Roles served have included stints as an affiliate bank and retail banking CFO; technology solutions product manager and business consultant; senior operations manager with responsibilities for ATM operations, branch staffing, branch and ATM cash; branch performance metrics, branch coin and currency technology and vendor relationships.
In recent years, Mark has been an independent consultant working with bank technology companies assisting with solution design and business case development and ATM deployers for expanding their scope of services. With Kiran Analytics, Mark has been engaged with retail banks for branch and back office staff utilization analysis, operating hours optimization and commercial customers’ usage of branch services.