banking: Building innovation in banking
Despite the digital revolution, the retail banking branch continues to be the primary delivery channel in retail banking. According to recent research by the Tower Group, 92 percent of U.S. households visit their local bank branch at least once a month. And 50 percent of households consider the local branch their primary contact point. Although customers may prefer one channel more than others, there is a growing use of multiple channels. This trend has led to a growing challenge among banks: To deliver a seamless and branded customer experience across all of their multiple retail delivery channels.
At Microsoft, we believe technology has an important role in transforming the banking experience for customers, employees, and operations—three themes that are the focus of our banking framework.
This document provides a technical overview of the Microsoft strategy for the retail banking industry. It describes the business value the strategy can provide to banks and independent software vendors, including:
| • | Creating holistic customer views that enable personalized services |
| • | Offering consistent cross-channel communications |
| • | Providing branch staff with easy-to-use sales and services applications |
| • | Presenting customers with attractive and efficient self-service options |
Last, this document reviews the key implementation considerations for bringing to life deployments within a bank environment.
