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Jake Fowler

Workforce: The Single Most Important Success Factor in Branch Transformation

Recorded On: 02/15/2017


Randy Ross, Executive Vice President, Kiran Analytics
Dave Martin, President, Bankmechanics


Branch transformation is not a project; it's an iterative process. Branch technology, competitive products, branch design or renovation, and back-office automation are important factors for success with branch transformation. However, the single most important success factor in branch transformation is the workforce. Why? Because deployment of branch technologies depends on user adoption by the branch workforce. Successful selling of new products and services depends on the effectiveness of the front line staff. And, success with automation of back-office operations depends on proper utilization of staff members.

Ultimately, the quality of the customer interactions provided by front line branch staff and the productivity of the branch workforce are still the two most sustainable differentiators of retail banks.


  • The hidden impact of branch interactions on digital
  • Branch activity analysis for position planning and resource capacity optimization
  • Technology utilization
  • Sales and service process effectiveness
  • Tools for engaging, informing, and motivating bankers

  • Gain insights from experts who work closely with retail banking line of business leaders
  • Learn about the common challenges with branch technology utilization and how to address them
  • Find out about the best practices of banks for assessing and improving banker productivity

For technical assistance with the web platform, please email or call 1-800-274-9390.

Randy Ross

Executive Vice President, Kiran Analytics, Inc.

Randy Ross leads global client management and business development for Kiran Analytics. His career has focused on delivering breakthrough results to financial services companies spanning the areas of payments, marketing services, operations, customer management, change management, workforce management, and technology. Leading the teams that deliver Kiran's predictive analytics driven branch transformation solutions, his central focus includes talent acquisition, workforce management, customer experience, and resource optimization.

Randy has been a frequent speaker in Retail Banking and Banking Analytics conferences.

Dave Martin

President, Bankmechanics

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.

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