UKRetailBankingCreatingaCustomer-CentricBranchMSRetailBankWPoddpages.docVIP

PAGE  PAGE 16 UK Retail Banking: Creating a Customer-Centric Branch, Microsoft UK, June 2003 UK Retail Banking: Creating a Customer-Centric Branch Microsoft UK Published: June 2003 Abstract This white paper provides an overview of research based on interviews with UK retail banks at the end of 2002. The paper discusses the need to co-ordinate areas of investment in customer-centric bank systems around a service-oriented architecture, rich technology support for customer-facing staff and improvement of the customer’s interaction with the bank’s processes. Only by combining these elements will the customer’s overall experience of the branch, and the bank, improve. The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, AS TO THE INFORMATION IN THIS DOCUMENT. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from Microsoft, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. ? 2003 Microsoft Corporation. All rights reserved. Acknowledgements A number of Microsoft partners have been instrumental in creating this paper, and we would like to pass on our thanks to: AIT Group Allen-International Ltd DPR Consulting Financial Objects plc Fincentric Corporation NCR Unisys Overview The resurgence of the branch and its re-acceptance as a major customer channel for retail banking means that