A Microsoft Banking and Capital Markets White Paper The bank branch of the future 2 The bank branch of the future ContentsRedefining the role of branches 4 > Case study: Nascent Digital — understanding customer needs 8 > Article: The Fiserv perspective — information convergence, interaction specialization and the importance of integrated channels 10 Recognition — selling to a market of one 12 > Case study: CRM at Wintrust Financial and Fiserv 14 > Case study: Customer-centric at the core — First Citizens National Bank and Harland Financial Solutions 15 Engagement — creating memorable touch points 16 > Case study: Digital signage at Reflect Systems and Best Buy 18 > Customer use scenarios: Microsoft Surface at Barclays Bank and Royal Bank of Canada 21 > Case study: Streamlining communications at Fidelity 22 Origination — developing new business opportunities 23 > Case study: Predictive analytics at U. S.
