The Assisted-Serve Hub ensures the frontline are able to easily access digital banking knowledge when talking to customers.

Despite the growing preference for digital banking channels, branch banking is far from obsolete. Whether in the branch or through virtual digital channels, banks worldwide are endeavoring to re-invent the branch experience to increase appeal and convenience for customers.

Reimagining the Branch: As banks reconfigure branch networks, success hinges on newly skilled and engaged employees. With the Horizn branch colleagues are using Digital Demos, to easily talk digital banking and demo digital product features to customers. 

Talking Digital with Branch Advisors: When customers visit branches, employees can walk them through a Digital Demo, either hip-to-hip or on a large display screen (COVID SAFE). The frontline are also sharing Digital Demos directly to customers via email.

Key mobile app launch accomplishments in 8 weeks

82%

82% of branch colleagues onboarded to mobile banking in 8 weeks

82,000

82,000 mobile banking courses completed  in 8 weeks

32,000

32,000 demos with members to help them onboard to the new mobile app (8 weeks)

The scale of adoption is nothing quite like I’ve seen from an internal perspective. Two months into a full roll-out and 82% of our branch colleagues have now onboarded and used Discover Mobile. We’ve had 82,000 courses completed and 32,000 demos given to our members to help them onboard to our banking app.
David Palmer, Chief Product Owner Digital Banking Nationwide Building Society

Key Features: Assisted-Serve Branch Hub

demos

Digital Demos are used by customers and employees to understand digital banking basics as well as complex digital banking features. Instead of reading instructions or watching videos, they gain first-hand experience with digital products by walking through each journey before they try to use it for real. Digital Demos are used across all lines of business, retail banking, business banking, wealth management, etc.

hip to hipMaking sure all your employees are easily able to learn and understand the products and services you are offering. With the Horizn Digital Demos, frontline employees can easily talk and demo digital banking features to customers when they visit the branch. With our Digital Demos, employees can show and guide the customers through any digital journey either hip-to-hip or on a large display screen in branch (COVID SAFE).

emailThrough the Horizn email Referral Tool contact center employees can email Digital Demos during or after phone conversations. Horizn bank partners have seen a direct increase in customer online and mobile logins as a result of emailed Digital Demos to their customers. 72% of customers who click on an email do a digital demo and for every employee-shared digital demo, customers are doing an average of 3.5 demos on the platform.

coachingtips2Coaching tips are displayed beside Digital Demos to provide in the moment easily accessible detailed tips for contact center and branch employees. Coaching tips are used to provide additional digital product knowledge, product benefits, objections coaching, complex digital banking expertise, etc. These coaching tips with digital demos are designed to be used “in the moment” of need when employees.

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