Ask your parents about their experience at a bank a couple of decades ago, and they’re likely to frown upon that question. Serpentine queues, forms to be filled in triplicate, and rude bank staff made people dread visits to the local bank.

Well, a lot has changed since then and one rarely visits the branch office. Customers are now more in control of their bank accounts thanks to ATM machines, the Internet and mobile banking services. But should you make that rare visit to your bank in the near future be prepared for an enjoyable and hi-tech experience. Banks are looking at technology to make the customer experience more personal, to increase customer wallet share; to increase cross-sell and up-sell success ratios; to minimize risks and maximize security; and to increase the bank employee’s efficiency. To illustrate this, let’s consider the example of Cisco’s Innovative Branch Solution.

The solution comprises discrete IP-based components that are tied together by a network and logically sequenced according to a certain workflow (see illustration). All customers are given a debit/ATM card with an embedded RFID chip. As the customer walks through the bank’s doors, a sensor wirelessly picks up the customer’s account number and transmits this to an RFID CRM application for analysis. At the same time Application Oriented Networking (AON) technology activates an IP camera that clicks a photo of the customer.

The RFID CRM system then determines if this is a High-value customer (HVC). If so, the customer’s details and photograph are immediately transmitted to the Customer Service Officer’s (CSO) wireless tablet PC and also to the branch manager’s IP phone. So if you are an HVC, don’t be surprised if a CSO walks up to you with a smile and offers a personal greeting. He would also know about your recent transactions and account details. Based on this information, he would be able to provide you more information about your account or service your specific requests.

As the customer moves near the bank’s digital signage system, an RFID sensor again picks up his details and sends this to the Digital Media System (DMS). The DMS starts displaying personalized marketing videos that pitch products and services potentially suited to the HVC. So for example, you might see a great upgrade offer for a platinum card.

Of course, customers could simply walk up to an IP phone (functioning as an information kiosk), swipe their card and then use the phone to get accounts details or information on the bank’s products and services. Customers can also connect to a contact center and apply for support.

When specific product expertise is required, the CSO would lead you to a cabin with a video conference setup. You could then engage in a video conference with an experienced executive sitting at another branch office or at the head office. In that sense the executive could be regarded as a virtual expert/consultant. And if you’ve filled an application form it could be scanned/digitized and immediately sent to the consultant.

All this would be recorded by an IP surveillance camera so that the bank’s executives can later analyze your banking experience, and try to make your next visit more pleasant and informative. The IP surveillance camera also makes for vigilance and improves physical security within the banking premises.