ABA Banking Journal Home
September 7, 2011

Yes, said 45% of bank executives in a survey by Aite Group. These believers are looking to introduce advanced features, such as personalization and targeted marketing and messaging, that will enhance the customer experience.

“The U.S. bank ATM channel needs to catch up to the level of technology available in the market and provided by the vendor community,” says David Albertazzi, senior analyst with Aite Group. “Moving forward, creating a more personalized and integrated ATM experience that leads to greater channel convergence and increased customer retention will drive ATM infrastructure, hardware, and software upgrades.”

The report examines the strategic, technological, and operational issues of the bank ATM channel. Based on a second-quarter 2011 Aite Group survey of bank ATM channel executives at 20 of the top 150 U.S. financial institutions, the report also explores channel-transforming trends relating to transactions, functionality, integration, and fraud management.
Owning and operating an ATM network is a complex endeavor that requires constant management—issues pertaining to fraud, transaction processing, accepting and dispensing of paper, accepting and dispensing of cash, upgrading of hardware and software, and compliance must all be addressed.

Bank ATM executives, most recently consumed by mergers-and-acquisitions integration projects and technology challenges, must now focus on differentiating themselves at the ATM.


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