Transforming the retail experience is a significant focus point for the banking industry. Any such effort to modernize the retail experience is very complex and requires participation from several line-of-business (LOB) and operational groups. It is often difficult for companies to know where to start. 

In the highly competitive retail banking market, financial organizations must acquire and nurture customer relationships by delivering a great PERSONAL execution of sales and CONVENIENT service touch points through a variety of channels: online, mobile, ATM, and call center. Having worked with these organizations over the years, we have seen both failed and successful implementations in the industry.

The Microsoft Technology Centers (MTCs) in the United States now offer a Strategy Briefing, which focuses on the in-person retail experience while leveraging the surrounding service channel capabilities. This new briefing will help financial services organizations transform the retail footprint in a pragmatic way. We focus on early noticeable improvements without simply glossing over the larger issues.

How is this transformation accomplished?

1. By creating an open, inviting layout in which bankers can use tablets and large touchscreens. This helps employees get out from behind their desks to provide financial advice in a more casual atmosphere.
2. By transforming the teller, platform sales, lending, and other LOB applications to support more collaborative experiences. This allows customers to become an involved participant in the process.
Figure 1. Example of an investment review that a customer might see on a large touchscreen in a retail branch.

3. By harnessing capabilities like collaboration and communication using instant messaging, voice, video, and document sharing, in addition to remote advisory services, presence, workflow, and business intelligence. These capabilities are available in solutions such as Microsoft Lync, SharePoint, Office, and Microsoft cloud offerings.

The Strategy Briefing will share more information about how Microsoft and our partners can deliver solutions to help support this transformation in retail banks. At this time, the briefings will be offered in the United States based on demand. If you are interested in scheduling a briefing, please contact your Microsoft sales representative.


Marley Gray is a Technical Strategist for banking in the Microsoft US Financial Services Group. In this role, he is responsible for developing and communicating the company’s technology strategy, in addition to working with key banking customers to adopt Microsoft software. Marley’s IT career spans more than 22 years. Prior to his current position, he was a founding member of the Developer and Platform Evangelism Team (DPE) and a development consultant for the US Financial Services Group, providing proof-of-concept architectures and applications to the largest financial services companies in the United States. Marley graduated from Appalachian State University in 1991 and is an avid reader and football fan. He currently lives in the Charlotte, North Carolina, area. Visit Marley’s blog here.