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Thoughts on Branch Transformation 2016

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2016/12/20

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  • I recently submitted my McDonalds food order on a self serve kiosk. Seems to be new technology in Canada (maybe already widely used in the US). What made it work was 1) they still offered a traditional order line 2) they had a person at the kiosk who entered my order with me, the first time and she was very helpful. 3) Apple Pay worked flawlessly on the terminal. The next time I went in, there was a lineup at the regular order counter so I used the kiosk and got my order much faster than customers who used the regular line. That type of positive experience will make me a loyal kiosk user for sure! I agree with your point that having the staff engaged in promoting bank kiosks will make all the difference, at least with some of a bank's customers that like using tech.