Evolution of Branches Report
See how branches continue to play a critical role in building relationships
The latest BAI Banking Outlook tells us, bank customers will use digital channels for 65% of their transactions by 2026. But, the story between the lines is that when they need a high-touch experience, they often turn to a branch.
So, when those customers enter a branch or conduct business across channels that might include a branch, the service and product expertise they demand will be scrutinized more than ever. BAI’s Evolution of Banking Branches report dives into the value of branches, how your financial institution should be thinking about the branch as part of their strategy, staffing and more
“To ignore the branch is to ignore an important aspect of banking today and, believe it or not, tomorrow.”
Key Takeaways
1
There may be fewer physical bank branches these days, but the demands on their services and employees are only greater than ever
2
Unique branch experiences will differentiate the market
3
Transform your people before you transform your branches
“What digital channels don’t do very well, and what branches do well, is problem resolution. Banks should make sure that each channel is designed for the functions that they do best to maximize the effectiveness of each channel—rather than try to make every channel do the same thing in the same way.”
— Rolland Johanssen, Capital Performance Group
WEBINAR
Why Is Personal Connection The Best Retention Strategy In Banking?
Watch as Alyson Clarke, Principal Analyst at Forrester, Aaron Young, SVP Retail Operations at CU SoCal and Coconut Software’s VP Product Eric Bin dive into one of the most overlooked tools to improve retention—building relationships (and the role the branch plays).