Branch lobby trends: Why customers visit your branch

The volatility in financial markets has banks and credit unions reevaluating their overall operations. Customers still value an in-person, personal banking experience, however, management teams are struggling with minimizing lobby wait times while maintaining exceptional customer service and balancing labor costs.

Join BAI’s Terry Badger and Matt Hertel from UKG for a discussion about performance metrics that can help your financial institution to increase wallet share, optimize branch services and better utilize lobby staff.

Key takeaways:

• Learn more about lobby trends that impact customer satisfaction and ways to maximize the account holder experience
• See which lobby metrics you can analyze that will help improve branch performance
• Discover ways to monitor and improve employee productivity while providing versatile banking options

THOUGHT LEADERS:

Matt Hertel
Financial Services Industry Principal
UKG

Matt Hertel is the financial services industry principal at UKG. He is a resident expert for the UKG Banking suite, including appointment scheduling, staff scheduling, lobby management and data analytics products. From advisory on best practices to championing customers, Matt has served the financial services industry for over 30 years, throughout growth cycles and downturns. Currently, Matt is focused on enabling financial institutions investing in digital transformation initiatives, implement tools and processes designed to boost account holder loyalty, increase employee engagement, and provide exceptional customer service.

Terry Badger
Managing Editor
BAI

Terry Badger, CFA, is the managing editor for BAI’s thought-leadership content – the BAI Banking Strategies newsletter, podcast, website and executive reports. He previously served as Director of Investment Content at USAA, where he oversaw the organization’s investment-focused content. He also spent 12 years with The Associated Press, where he held several positions, including assistant national editor for financial news in New York.