ZKB Pilot project

Zürcher Kantonalbank has been piloting a concept branch with a flagship character in Winterthur since June 2022. Customers are welcomed by an ambassador at the entrance and triaged to the right advisor depending on their needs. Depending on the volume of customers, there can sometimes be long waiting times of 30-45 minutes. In addition, it is often not clear to customers how long they will have to wait. The introduction of Zürcher Kantonalbank's new bank branch concept brings with it a variety of challenges. Processes are being optimized and improvements implemented through differentiated advisory services.