Here is an interesting article written by Nicole Sturgill in BAI Banking Strategies. [article]
Nicole gives lots of interesting examples about the evolution and success of self-service in the banking industry.
I added a comment to the article, as follows:
“Good article, however you also have to carefully consider the employees perspective. One of the main opportunities to reduce costs through self-service is, as you mention, in the reduction of staff numbers needed. However, we expect those same staff to be responsible for the roll-out of the new service and to be advocates for it. If they feel that they job is at risk they will not be motivated to make it succeed. This needs to be managed very carefully.”
Aidan