At Your (Self) Service

When i talk to consumers, they often feel that banks develop technology for the benefit of the bank and to the detriment of customer service. That's why my top priority is developing self-service solutions that improve service and add tangible value for Wells Fargo customers.

For example, we developed the Envelope-Free ATM to improve our customers' ATM deposit experience. Instead of searching for an envelope, adding up checks, writing the total down and entering that total into the ATM, our customers simply insert their entire deposit, all at once, into the ATM. The technology does the work for the customer. We could have saved time and money deploying simpler devices that required customers to feed checks one at a time, but that would have created a worse experience than envelopes!

This customer-centric design process continues in 2007 -- we'll analyze our customer experience and develop technology solutions that make it even better!