Optimizing the In-Person Customer Experience

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25 January 2019

Eight Solutions Every Bank Should Consider

Key research questions

  • What is the opportunity for optimizing the in-person customer experience in retail banking?
  • What are some established and emerging solutions for optimizing in-person customer engagement?
  • Why have so few banks invested in these tools?


Banks say CX is important, but the significant majority of US banks aren’t utilizing established solutions designed to optimize the in-person CX.

Even as transactions continue their migration to digital unabated, banking customers continue to value in-person engagement. Optimizing those experiences should be a high priority — but doesn’t appear to be, if sparse adoption of fit-for-purpose solutions is any indication.