Page 6 - Savings Institute Bank & Trust Case Study
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Center can fulfill a variety of customer needs when giving consultations, including standing up
at the pod, or responding to the customer’s preference to be seated. They can comfortably
segue from the pod to a private space and pick up the same transaction in a private office, not
necessarily on the same device. This is an integrated Omnichannel experience by most
standards, but Wood says they still have some work left until their omnichannel framework is
fully built out. All of these “horizontal connections” occur in a hard-wired environment, which
is one of the bank’s risk mitigation strategies, as hackers tend to access financial institutions’
systems via their wireless connections.
