BRANCH FORWARD:
How Financial Institutions Are Investing in Technology, Scheduling, and the Future of CX
76% of financial institutions say they’re integrated. The data tells a different story.
Inside, you’ll learn how leading FIs are responding to the challenges of the day by investing in technology, smarter scheduling, and hybrid branch experiences that actually work. You’ll also see where the gaps remain—and what it takes to close them.
Keep scrolling for a preview of what’s inside ↓
Scheduling, staffing, and customer matching are no longer support functions—they’re revenue drivers.
Financial institutions have made real progress toward a more integrated hybrid banking experience, but the data shows the hardest work is still ahead. While 76% of respondents describe their institution as integrated (i.e.allowing customers to move seamlessly between channels), institutions are still working to achieve an environment where the right advisor is matched to the right customer at the right time, consistently.
Learn how leaders are thinking about technology investment, vendor strategy, staffing, and AI as they work to build stronger branch experiences and better business outcomes.
What priorities are reshaping branch banking?
Download the report to see the full insights, what they mean for your branch strategy, and where institutions are placing their next bets.
Describe their institution as “integrated” (customers can move seamlessly between channels).
Say Conversion optimization is the #1 business priority for the next 12 months.
Say they frequently struggle to forecast staffing requirements to meet client demand.
Main Takeaways
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When the right banker is unavailable, institutions lose more than efficiency—they lose high-value appointments and conversions.
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Scheduling is more than a capacity function—it’s a revenue lever, because appointment quality affects the bottom line.
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The most valuable AI applications in branch banking help advisors make better decisions faster—not just automate simple tasks.