INDUSTRIAL BANK(601166) 南方都市报·2025-04-01 23:08Core Viewpoint - The recent transformation of the Industrial Bank's Shenzhen branch into a customer experience-focused service center through the Hall Standardization 3.0 project sets a benchmark for financial development in the Shenzhen region, emphasizing the unique value of offline branches amidst the digitalization wave [1][5]. Group 1: Transformation Strategy - The core concept of the branch's transformation is shifting from a transaction-oriented model to a service-oriented experience center, enhancing customer service through optimized space layout, innovation integration, and technology empowerment [1][5]. - The innovative "separation of counter and position" model allows staff to engage more actively with customers, improving service efficiency [1][2]. Group 2: Service Design - The bank categorizes services based on transaction types and processing times, creating tailored service flows to address issues like long wait times and privacy concerns [2]. - A focus on non-transactional spaces has led to the creation of multifunctional service areas for activities such as family interactions, art appreciation, and special events, enhancing the overall customer experience [2][3]. Group 3: Personalized Service Experience - The Hall Standardization 3.0 project prioritizes customer-centric service design, with significant space allocated for customer interaction, training, and activities [3][4]. - VIP areas have been upgraded to provide enhanced services, showcasing exclusive rights and products, and offering various adaptable service scenarios [4]. Group 4: Technological Empowerment - The project leverages intelligent technology to improve service efficiency, allowing customers to complete various banking tasks through smart devices, significantly reducing wait times [5]. - The bank aims to integrate "branch banking" with "digital banking" to enhance the accessibility and convenience of financial services, contributing to a higher quality of life for customers in the Greater Bay Area [5].