https://blog.ivrpowers.com/tags/banking/ Recent content in banking on Blog Hugo -- gohugo.io en-us Mon, 12 Oct 2026 09:00:00 +0200 https://blog.ivrpowers.com/post/trends/move-the-capacity-not-the-customer/ Mon, 12 Oct 2026 09:00:00 +0200 https://blog.ivrpowers.com/post/trends/move-the-capacity-not-the-customer/ Photo source: Interactive Powers Move the Capacity, Not the Customer In person, the usual and expected thing is that the person who will serve us is where the customer needs them. It’s so obvious we don’t even think about it. It’s exactly what we expect when we go to a branch to deal with something that feels too complex, too sensitive or too awkward for a digital channel. A brand’s entire physical footprint is built on that assumption: the branch network, the opening hours, the queue management. https://blog.ivrpowers.com/post/trends/the-branch-with-a-queue-and-the-branch-standing-empty/ Sat, 26 Sep 2026 09:00:00 +0200 https://blog.ivrpowers.com/post/trends/the-branch-with-a-queue-and-the-branch-standing-empty/ Photo source: Interactive Powers The Branch With a Queue and the Branch Standing Empty Are the Same Network An 8-branch network, one business day, 1,723 visits. 229 customers leave without being served: 13.3% of all visits. That same day, the in-person positions add up to 120 hours with nobody in front of them: 31% of installed capacity. A queue and an empty seat, at the same time, in the same network. https://blog.ivrpowers.com/post/trends/phygital-point-of-service-five-businesses-one-silent-loss/ Sat, 26 Sep 2026 09:00:00 +0200 https://blog.ivrpowers.com/post/trends/phygital-point-of-service-five-businesses-one-silent-loss/ Photo source: Interactive Powers The Phygital Point of Service: Five Businesses, One Silent Loss The customer who leaves without being served doesn’t complain. They just don’t come back. No incident is logged, no survey is answered, and the waiting-time report still looks reasonable, because it only measures the people who stayed. We modelled that loss in five businesses with in-person service: a bank branch, a hotel lobby, a clinic, a store and a car dealership. https://blog.ivrpowers.com/post/trends/vip-service-by-video-call/ Sun, 30 Aug 2026 09:00:00 +0200 https://blog.ivrpowers.com/post/trends/vip-service-by-video-call/ Photo source: Interactive Powers VIP Service by Video Call: “Don’t Worry, I’ll Take Care of It” Video calling is the channel that sectors like banking and insurance reserve for their best customers. What’s new isn’t the channel. It’s that it no longer has to be reserved for them alone. There is never someone available in the place, and at the moment, the customer most needs it. That isn’t a staffing failure or a matter of attitude: the person who can resolve it is almost never where the problem appears, in the minute it appears. https://blog.ivrpowers.com/post/industries/served-by-someone-who-isnt-in-the-branch/ Sat, 29 Aug 2026 10:00:00 +0200 https://blog.ivrpowers.com/post/industries/served-by-someone-who-isnt-in-the-branch/ Photo source: Interactive Powers Served by Someone Who Isn’t in the Branch — and Rated as If They Were In a branch already running this way, the customer takes a ticket and chooses: A. On-site position — 20 to 25 minutes’ wait. B. Floating or remote position (virtual) — 0 to 3 minutes. Same operations, same resolution, same ownership of the case. Nobody steers the choice. The only variable that changes is where the advisor is sitting.