ALLIED IRISH BANK
our relationships are in the early stages but there is a great spirit , commitment and collaboration to build something special .”
Revitalising the bank branch
AIB ’ s backstage work with key partners translates into a forwardfacing , modernised organisation visible on the frontline . Innovation is at the centre of the bank ’ s customer first ethos , no better demonstrated than in it ’ s innovation centre , ‘ The Lab ’, in Dublin ’ s largest shopping centre in Dundrum .
Customers are able to trial new technology and provide feedback which helps to shape AIB ’ s agenda for its new partner-powered IT ecosystem . “ Customer-led design ensures we are relevant and delivering what customers need ,” Thomas adds . The partners themselves are also encouraged to innovate , using their global reach and experience to deliver proposals to the bank .
“ We want to give our customers choices in how they bank , while maintaining a consistent customer experience , whether they ’ re online , in a branch or on a mobile device ,” Thomas says . “ One of things we have trialled in The Lab is a video service to our contact centre , so customers can receive instant support on things like mortgage applications , whether they start the application in the branch , with the contact centre or online the experience is consistent allowing them to change channels to gain support or advice and their application continues from the previous interaction , creating a complete , consistent and connected customer experience .
“ The feedback we received was excellent so we are now looking to roll this out for customers to be able to use this video technology on a much broader scale . Other such services that were trialled in the lab and are now live , allow customers to digitally upload documents , as part of a loan or mortgage applications .”
Many will point towards branch redundancy as a sign of banking modernisation , however it is still very much a key component for
50 October 2016