News / Business
2006 banking research linked slower technology adoption to branch-service limits
In September 2006, research commissioned by BT argued that banks could improve branch service with technologies such as wireless terminals, RFID and IP networks, but that adoption was uneven.
An adoption gap in the survey
The Economist Intelligence Unit survey found that only a minority of banking executives planned remote branch access over the following three years, and fewer reported using wireless terminals. It cited OCBC Bank’s earlier linking of ATMs with data and customer-management systems as an example of more tailored service.
Automation changes branch work
The report suggested that more automated transactions could free branch staff for other customer-facing roles. These were survey findings and projections from 2006, not a current assessment of any bank’s technology. The broader point is careful rather than absolute: technology can improve a service process only when it is designed around customer needs and operational controls.