In my previous post, Money for Nothing – I want my ATM, I addressed the impending need for banks to upgrade ATM operating systems to Windows 7 or equivalent. While they are at it, they should capitalize on the opportunity to innovate. In the age of endless customer data and increasing customer expectations, banks need to raise the bar with ATM touch points. Many ATMs still ask a number of questions that the bank should know. Yes, I want you to speak to me in English; yes, I want to withdraw cash; yes, from my checking account; no, I don’t want a paper receipt; yes, I’d like an email receipt instead. These services can and should be much more personalized. Beyond knowing my name, the bank already knows a lot about me that can make my ATM experience more rewarding, and that includes cutting to the chase if I’m in a hurry. For example, remind me that regular bills are almost due again, that there is a CD offer I should consider, or perhaps that my teenage daughter’s account is below the agreed minimum level. I’d like to be able to personalize my ATM interface in the same way I can on my smartphone or tablet. And by all means provide targeted, localized marketing based on preferences determined by the bank but managed by me.
Banks can, and should, leverage innovation to optimize their internal processes. For example, why not provide a scanning facility to allow me to deposit a check without having to put the physical check into the machine? And add biometrics to the machines, so that rather than using a PIN number I can swipe my finger or scan my retina. I like the last one – no touching! And to take that idea a little further, why not integrate my smartphone with the ATM interface so I can oversee the ATM interface using a keyboard on my phone or tablet? I could then set-up my request ahead of time and use Near Field Communication to execute the directions once I am at the ATM.
I want an ATM that looks and behaves more like a tablet, more like my smartphone and with a customer experience that follows me from ATM to ATM. ATM services must be driven by customer experience and executed in a way to keep the ATM channel relevant. If that requires that the architecture and operating systems needs a thorough redesign, so be it. Start with ditching Windows XP, most of which, by the way, the ATM machine doesn’t actually need or use.