Check out this presentation to find out how the digital transformation is changing the banking industry. Find out more information on our blog: http://blog.gft.com/es/2015/12/29/transformacion-digital-en-la-oficina-bancaria-del-futuro/

1. DIGITAL TRANSFORMATION
The Branch in the
Banking Digital Age
GFT Consulting IT SLU

2. GFT Group 03.09.2015 2
Today
Source: TSB. Why Branches Matter in the Digital Age. Feb 2015
Bank’s channel usage
Remote channels do not support
transactions where physical components
are involved (cash, coins, bank checks, bills,
foreign currency…)
The acquisition of new clients still
happens in the 80% of cases in the
branch
New Clients Onboarding and
Contract Opening processes still
requires to visit the branch at some
process step
90% of customer prefer face-to-
face advice for complex
operations
Older, some other customers, still look for
human interaction and confidence with
their bank branch. Personal treatment
Multiple Sources: Capgemini - The Future of Bank Branches, Coordinating Physical with Digital.
PwC, Rebooting the branch: Reinventing branch banking in a multi-channel, global environment.
Digital Technologies will Accelerate the Branch Transformation,
but will not make them extinct because the costumer cares…

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Digital Banking relationship model
Physical
Branch
Virtual
Branch
(formerly, online
channels)
Branch of the future.
Client
Digital ClientTraditional Client
Clients that can and
want to interact with
the bank through the
digital channels …
Clients that do not
want or do not
know interact
digitally
… but for any reason they must
complete the interaction in the
physical branch

4. GFT Group 03.09.2015 4
Branch of the future. Pillars
Client
Physical Components
Client Onboarding and
Contract Opening
Personal Treatment
Complex Operations
Client Acquisition
Physical Branch
Spaces Accessibility Interaction
Physical Items Human interaction

5. THE PHYSICAL
BRANCH

6. Physical Branch of the future. Pillars
The Branch is there, where and when
the client needs it
Accessibility
The client can satisfy his needs,
digitally and/or physically
Interaction
Making the branch visit a pleasant
experience, not a binding obligation
Spaces

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Physical Branch of the future. Pillars

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Accessibility
§ Are my branches in the right place?
§ Are the opening hours the most convenient for my clients?
§ Can the client access to the branch from multiple digital and physical points
§ Is the staff ready to understand the profile of clients attended in each branch?. Are the
decision making processes behind the branch ready to understand the specific client
profile needs?
§ Can I track the usage of by physical branch network and improve the pillars
(feedback)?
ü Street traffic measurement & street conversion (% of street traffic visiting
the branch)
ü Real time footfall counting: understand how many people visit the branch
and when
ü Customer dwell times and branch heat maps
ü Transaction execution statistics (all channels including AIO and ATM)
ü Client profile
- Make decisions about branch
location, staff sizing, staff
profile, opening hours,
decision processes, etc…

9. GFT Group 03.09.2015 9
Experience
feedback
Interactions
Façade
Secure delivery
Boxes
Wifi
Battery Charge &
other facilities
ATM 2.0
Welcome
Traffic counting
Queue Management
AIO Self-service & assisted
Teller
The shop
Start Digital Transactions
Battery Charge
Onsite advice
Remote advice
Knowledge
Totem
informative
Secure delivery
Boxes

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Welcome
Assisted and Self-Service
Façade
Secure delivery boxes
Face-to-face advice
Mobility of employees
Modular design
Knowledge area
Video conferencing
Interactive touch screens
Waiting area
Spaces
! Extended Opening Hours "

11. Physical Branch types
1. Flagship Branch 2. Standard Branch
3. Light Branch 4. Mobile Branch
q Brand image reinforcement
q Lab of new products, services and
digital solutions
q Full service to clients:
q Self-service (24x7)
q Assisted (12x5)
q Face-to-face Financial Advice (8x5)
q Conferences and training rooms for
clients and employees
q Shared spaces where organize
external events
q Full service to clients:
q Self-service (24x7)
q Assisted (12x5)
q Face-to-Face Financial
Advice (8x5)
q Conferences and training rooms for
clients and employees
q Shared spaces where organize
external events
q Full service to clients:
q Self-service (24x7)
q Assisted (8x5)
q Remote Financial Advice
(8x5) (videoconference)
q Operated only by one employee (non-
cashier)
q Self-Service only (24x7)
q “Easy to move”. Capacity to be
temporally installed in events (e.g.
congresses, touristic zones in
summer, etc..) or in busy areas of
big cities (airports, train stations,
business parks…)
q Located in shared spaces with third
companies strategically selected
Current traditional branches will evolve to 4 models of new branches, customer and market
characteristics will determine the perfect fit of branch-type mix for each bank

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Physical Branch Governance: Dashboard
Counting Performance Feedback
• Store Footfall Counting (clients/
no clients/total)
• Street Traffic Counting
• Street conversion (% of traffic
visiting the branch)
• Transaction counting (total, self-
service, assisted and traditional)
• Queries served by digital
devices (façade and totem
informative)
• Transaction conversion (%
transaction/visits)
• Queries conversion (%queries
served/visits)
• Queue indicators (num, waiting
time àmax/min/average)
• Queries served by digital devices
(façade and totem informative)
• Customer dwell times and
branch heat maps
• Ranking of queries served (total, by
type, by product or service,…)
• Customer Feedback
• Satisfaction measurement
metrics + branch internal IT metricsCompound dashboard:

13. THE VIRTUAL
BRANCH

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Virtual Branch
§ The Virtual Branch is the evolution of the online channels, embedding on them the capacity of interaction with a
Remote Advisor (Human Interaction).
§ Used for/by Digital Transactions/Clients
§ Accessible by mobile (& wearables) , internet, TV, immersive channels in shops, etc…and from the physical branch
by multiple devices, allowing clients to start a transaction digitally and finalize it physically.
Digital Transaction Digital-Physical Transaction
Start contract new card Attach required data Sign new contract
Sign-up process
( Hassle-free actions)
Sign-up process
( Hassle-free actions)
Biometric Sign
(Manuscript)
Step 1 : Digital at Home Step 2 : Physical in the branch
Start contract new card Attach required data Sign new contract

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Digital branch services and devices (1/3)
Client
Relationship
Manager
DEVICES & SERVICES OBJECTIVES
Teller
Advanced video
conference
devices
All-in-one
(AIO) device
Assistant
Knowledge
area
To provide personalised face-to-face advice to the client.
Face-to-face on-demand execution of transactions on behalf of the
client, including the ones that involve cash.
“Near face-to-face” personalised advice to the clients. Allows banks
to provide on-site advice to clients regarding very specialised
matters without having specialised experts in all the bank branches.
Allow clients (only) to execute the 100% of the transactions available
in a bank branch in self-service or assisted mode (including
transactions that involve cash, bank cheques, etc).
Support and train clients using the AIO devices. The objective is to
train clients to using the AIO in self-service mode.
Pleasant place where to schedule presentation of new services, new
technological devices or new financial products, increasing the client’s
investment maturity. Divulgation of corporate social responsibility
activities and invite clients (and no clients) to collaborate.

16. GFT Group 03.09.2015 16
Digital branch services and devices (2/3)
Client
Relationship
Manager
DEVICES & SERVICES OBJECTIVES
Teller
Advanced video
conference
devices
All-in-one
(AIO) device
Assistant
Knowledge
area
To provide personalised face-to-face advice to the client.
Face-to-face on-demand execution of transactions on behalf of the
client, including the ones that involve cash.
“Near face-to-face” personalised advice to the clients. Allows banks
to provide on-site advice to clients regarding very specialised
matters without having specialised experts in all the bank branches.
Allow clients (only) to execute the 100% of the transactions available
in a bank branch in self-service or assisted mode (including
transactions that involve cash, bank cheques, etc).
Support and train clients using the AIO devices. The objective is to
train clients to using the AIO in self-service mode.
Pleasant place where to schedule presentation of new services, new
technological devices or new financial products, increasing the client’s
investment maturity. Divulgation of corporate social responsibility
activities and invite clients (and no clients) to collaborate.

17. GFT Group 03.09.2015 17
Digital branch services and devices (3/3)
Client
Relationship
Manager
DEVICES & SERVICES OBJECTIVES
Teller
Advanced video
conference
devices
All-in-one
(AIO) device
Assistant
Knowledge
area
To provide personalised face-to-face advice to the client.
Face-to-face on-demand execution of transactions on behalf of the
client, including the ones that involve cash.
“Near face-to-face” personalised advice to the clients. Allows banks
to provide on-site advice to clients regarding very specialised
matters without having specialised experts in all the bank branches.
Allow clients (only) to execute the 100% of the transactions available
in a bank branch in self-service or assisted mode (including
transactions that involve cash, bank cheques, etc).
Support and train clients using the AIO devices. The objective is to
train clients to using the AIO in self-service mode.
Pleasant place where to schedule presentation of new services, new
technological devices or new financial products, increasing the client’s
investment maturity. Divulgation of corporate social responsibility
activities and invite clients (and no clients) to collaborate.

18. Thank you
GFT IT Consulting
Jaume González
Banking digital transformation
Avda. Alcalde Barnils 69-71
70567 Sant Cuga del Valles (Barcelona)
T +34 93 563 92 36
jaume.gonzalez@gft.com