COVID-19 & the Rapidly Changing Face of the Distribution Channel

September 17, 2020 2:00 pm ET


Consumer banking behavior has undergone a massive transformation as a result of the COVID-19 pandemic. Although many bank and credit union branches have reopened with increasing numbers of employees and consumers transitioning back to on-site locations, financial institutions had no choice but to drive customers to use digital banking platforms throughout the course of the crisis.

Yet many institutions were not able to provide the streamlined experience expected by today’s account holders. Investment shortcomings in the self-service channel left many banks and credit unions scrambling to maintain existing customer relationships, let alone acquire new ones.

The ATM gained new stature as a physical self-service provider in the absence of in-person branch interactions but limitations remained for inaccessible ATMs located within the branch.

Learn how a different approach to the ATM channel – using a flexible, ready-made infrastructure – allows you to divert more resources to your digital platform while containing costs and providing an improved, streamlined consumer self-service experience.

Justin Upton – General Manager, Branding Solutions, Cardtronics
Sarah Grotta – Director, Debit and Alternative Products Advisory Service, Mercator Advisory Group

Key Takeaways:
1. Consumer behavior changes and their effect on today’s banking environment
2. The rising importance of the self-service kiosk
3. Strategic changes you can make to your physical distribution channel to meet the new normal in consumer expectations


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