Jiang Nan Shi Bao·2025-11-20 02:11Core Insights - The financial industry is undergoing a significant transformation from traditional to modern practices driven by digitalization [1][2] - Industrial and Commercial Bank of China (ICBC) has introduced a new operational model of "remote online + self-service" to enhance customer experience and improve efficiency [1] - The new model shifts from a one-way service process to a customer-centric interactive system, alleviating counter service pressure and reducing customer wait times [1] Summary by Sections Operational Model - ICBC's new model breaks the time and space limitations of financial services, allowing for a more efficient and customer-focused approach [1] - The model has been implemented at the Nantong Haimen Samsung branch, which aims to meet diverse customer financial service needs [1] Customer Experience - The new service model significantly reduces customer wait times and improves transaction efficiency, as demonstrated during peak customer flow periods [1] - The branch manager effectively managed customer flow and ensured efficient service through intelligent machines, remote counters, and physical counters [1] Technology and Support - The remote online model dispels the misconception that self-service equates to a lack of support, emphasizing the importance of "invisible professional support" [2] - The approach reflects the financial service philosophy of being "people-centered," optimizing the "self-service + assistance" service loop to enhance customer satisfaction [2]