Consider the CEO who has diligently pursued all the popular cost and productivity programs, only to find the bank's efficiency ratio (ER) stalled at around 55 percent. Our CEO knows that regaining efficiency momentum is key to creating shareholder value and maintaining strategic flexibility, but is unsure how to proceed. A new round of cuts might stall revenue momentum, and some past solutions produced unanticipated results, e.g., free transaction alternatives that encouraged customers to use such channels in addition to, rather than instead of, tellers.

the New Approach

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