US bank Wells Fargo has revamped its ATM interface to give customers a more personalised and simplified experience.
It's commendable that all these extra features are getting tacked on to the humble ATM but has anybody studied their impact on queue lengths? End-of-the-day, ATMs are shared devices and low waiting times are critical to superior CX. Around a year or two
ago, my bank introduced a "My Favorite Transaction" that reduced the number of keystrokes - and hence the time - required to execute a customary transaction on its ATMs. This reduced queue lengths significantly. For that reason alone, I consider it one of
the most innovative features to be implemented on ATMs in recent times.
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