Cost-Cutting Strategies for Banks and Credit Unions: How to Reduce Spend Without Eroding CX
In a nutshell 🥥 Since 2020, banks and credit unions have watched costs rise faster than revenue, making smart, data-driven cost cutting a 2026 board priority. Below, you’ll learn about how to reduce spend without eroding customer experience by: mapping costs to key customer journeys; optimizing branch footprint, hours, and staffing; automating manual work with digital workflows; consolidating vendors without sacrificing depth; using engagement and branch analytics to continuously lower operating costs; protecting high-value advisory conversations; expanding video banking to unlock specialist capacity; and investing in change management so frontline teams adopt the tools that generate lasting savings. The Coconut Takeaways Since 2020, North American banks have seen operating expenses outpace revenue growth, pushing cost-cutting to a board-level mandate for future budgets. Banks face the challenge of adapting to increasingly complex regulatory requirements and the negative impact of low interest rates, which squeeze profit margins and make cost cutting even more critical. Consolidating point solutions into fewer platforms can deliver significant cost savings in licensing and IT effort, especially by adopting new systems to streamline operations and eliminate data silos, but generic all-in-one tools often underperform in scheduling, lobby management, and analytics. Data-driven, customer-centric cost reduction (using things like branch analytics and bank appointment data) delivers both lower operating costs and higher customer satisfaction scores. Intelligent Branch Solutions help banks and credit unions cut costs by optimizing appointments, lobby and queue operations, and video banking while feeding clean engagement data into CRM, WFM, and analytics systems. Why Banks Need Smarter Cost Cutting Right Now New regulations and the rising cost of compliance reporting have increased operational pressures, while persistently low interest rates have squeezed profit margins and made it even more challenging for banks to maintain profitability. Today, regulators and shareholders simultaneously demand stronger compliance management and better digital experiences—leaving little room for blunt budget cuts. Addressing inefficiencies and complying with evolving regulations often requires an initial investment in technology and process improvements, but this is essential for long-term cost savings and scalability. Compliance costs for financial crime alone reached $56.7 billion in North America in 2022, highlighting the significant financial burden on banks to meet regulatory requirements. Rising licensing fees, overlapping tools, and branch overhead present surgical savings opportunities for many bank executives willing to take a strategic approach. Below, we’re going to focus on concrete, operations-focused cost-cutting strategies, including tech consolidation, branch and staffing optimization, process automation, and smarter use of engagement data. The goal? To get you thinking about how to link every cost reduction to measurable outcomes: lower cost per account, better CSAT/NPS, reduced wait times, and higher conversion on lending and wealth conversations. Targeted Cost Reduction vs. Indiscriminate Cuts The 2020-2022 responses revealed a stark contrast: Banks that froze hiring and shuttered branches indiscriminately suffered 5-10% customer churn and market share erosion. Frontline capacity strained, waits lengthened, and high-intent opportunities vanished. Meanwhile, streamlined operators reinvested savings into digital advice and branch transformations, preserving revenue while improving operational efficiency. The challenge lies in managing operational costs and risk management while *also* addressing inefficiencies in workflows and compliance processes. Good cost cutting eliminates waste—duplicate tools, manual rekeying, underused branch hours—while protecting high-value human interactions around mortgages, HELOCs, small business lending, and wealth advisory. High employee turnover in compliance departments can lead to substantial costs in recruitment, training, and onboarding, making it essential for banks to improve job satisfaction to reduce these expenses. Here are 3 risk areas of indiscriminate cuts: Degraded customer experience from longer wait times and fewer advisors, increasing potential abandonment by 15-25% Impaired data quality that starves CRM and AI of structured insights Lower frontline adoption turning tools into expensive shelfware Whatever the scenario, though, just know that leading banks establish the guardrails that really matter: Never cut tools that materially improve loan pull-through and deposit growth, or free up advisor capacity. Tip #1. Map bank costs to customer journeys and revenue drivers. Journey-based cost mapping connects spend to specific steps: Discovery, appointment booking, in-branch wait, consultation, onboarding, and follow-up. Making use of branch data and analytics dashboards can enhance customer journey analytics, allowing banks to better understand customer behavior and preferences across both digital and physical channels. Consider a home-equity customer journey: online research → self-booked appointment → branch or video meeting → underwriting → funding. Friction points like manual scheduling or lobby congestion add $50-100 per interaction through no-shows and overtime. Quantifying cost to serve: Tag appointments and lobby visits by interaction type (mortgage, wealth, small business, service) Analyze 6-12 months of operational data to compare cost per funded mortgage via branch vs. video Identify conversion rates by conversation type (mortgage ~25%, wealth ~40%, service ~80% digital-shift potential) This mapping enables informed decisions: protect journeys that drive high lifetime value while streamlining processes and service-only traffic through self service channels to reduce operating costs. Tip #2. Optimize branch footprint, hours, and staffing models. Many banks are right-sizing their physical presence to match changing consumer behaviors, making branch optimization a critical lever for annual budgets. Research is showing us that banks must strategically analyze their branch network to optimize locations, as the cost of branch transactions is increasing while the number of transactions is decreasing. Banks can use 12-24 months of branch traffic data—footfall, check-ins, dwell times—combined with appointment data to identify underutilized locations and peak versus off-peak hours. Three optimization levers: Shorten low-traffic hours (saving 10-15% on utilities and staffing) Rebalance staff roles toward more advisors and fewer tellers as 70% of transactions move digital Implement a branch consolidation plan alongside a strong e-banking strategy to reduce operational costs while maintaining necessary in-person services Convert low-performing branches into advice-only or cashless hubs Automated lighting and smart HVAC systems can significantly lower utility expenses in banking branches. Since 2022, many banks have shifted to appointment-first models on Saturdays for complex products, reducing idle time by 25%. Coconut Software’s branch intelligence and lobby management data provide precise visibility into arrival patterns, wait times, and advisor utilization to support these rationalization decisions. Tip #3.
Mastering Social Customer Acquisition For Banks and Credit Unions
Optimize your social content to attract new customers and engage existing ones by integrating online appointment scheduling with your social media strategy.
How to Increase Wealth Appointments with Calls-to-Action
In a nutshell 🥥 Appointment-based calls-to-action (CTAs) are one of the fastest ways for financial institutions to turn digital interest into booked, revenue-generating meetings across both lending and wealth. By implementing always-on self-serve appointment scheduling, tracking CTA conversion performance, and continuously optimizing messaging and design through A/B testing, banks and credit unions can reduce funnel friction, boost click-through and conversion rates, and capture more high-value lending and wealth appointments around the clock. As a marketer at a financial institution, creating revenue generating appointments to fill your pipeline is a key part of the job. More and more, you’ve observed that your customers are looking to connect with your organization online, through a number of channels (mobile app, website) and scheduling appointments is no exception. Customer behavior has evolved, and it’s time to digitally transform the appointment scheduling process and optimizing your calls-to-action is a great place to start. The Definition of a Call-To-Action In short, a call-to-action is a “next step” that you would like your customer or prospect to take that leads them closer to the final destination: making a purchase. Often paired with a link, it includes a short, powerful message to incite a reader, prospect or website visitor to complete an action. How Calls-to-Action Impact the Sales Funnel For financial services organizations, new business is typically generated through an in-person interaction between an advisor and the customer, therefore appointment CTAs are an obvious entry point to your sales funnel. It’s important to optimize your CTAs with persuasive messaging and intuitive, actionable prompts that are available wherever your customers are contemplating taking that next step: on your website, landing pages and in your email marketing, for example. And it’s crucial that you make this step, and the steps following it as effortless as possible. Increasing Click-Through-Rate Hubspot found that conversion rates increased by almost half when they streamlined the number of steps it took to complete the action. Here are some common CTAs with lengthy completion steps that could cause your prospects to lose patience, abandon the action and drop out of the sales funnel: CTAs that read “Call XXX-XXX-XXXX to schedule an appointment,” that direct customers to a contact center to complete the action. Providing generic ‘Contact Us’ form to request an appointment without a rigorous follow-up process, or timely response. Service or need specific actions either don’t exist or require your prospect to search branch websites in order to identify locations that meet their needs. Removing friction in the appointment scheduling journey will help reduce leaks in your funnel AND improve customer experience. Below are the 3 steps to implementing calls-to-actions that drive revenue instantly. Step 1: Implement an “Always-on”, self-serve, bank appointment scheduling tool. If you’re looking to optimize appointment generation through your website and other digital channels, implementing a self-serve solution is one of the best shortcuts to capturing more appointments. Time and convenience are highly valued by customers, a study by Forrester found that 72% of customers prefer to use self-service rather than phone or email support. Implementing a self-serve appointment scheduling channel is a great way to simplify the customer appointment scheduling experience while enabling you to gather valuable marketing data to help better plan future campaigns. Self-serve appointment scheduling provides customers with the ability to independently schedule an appointment online, allowing them to choose the time and location they desire and informing them immediately that their appointment has been scheduled. With 64% of consumers saying that they expect companies to respond to them in real-time, this helps eliminate the tumultuous task of manually scheduling appointments and saves both employee and customer time. We’ve also observed that our clients’ customers are reaching out to connect 24/7 through online channels, expecting responses in real-time and often, after-business hours. And in fact, we found that after implementing an always-on self-serve channel for our customers, an average of 41% appointments were scheduled between 5pm and 9am. That’s almost half of an organization’s overall number of scheduled appointments that never would have been captured, had it not been for this channel! Not only will implementing a self-serve channel help drive leads, but new customers will start their journey with a better perception of your brand. This provides a better foundation to build a relationship and can help with customer retention further down the line. Step 2: Track & Measure Call-to-Action Conversion Rate. Once you’ve implemented a self-serve appointment scheduling channel and are driving prospects to schedule an appointments online, the next step is to begin tracking the performance of your CTAs and landing pages so that you can further optimize. A conversion rate is commonly referred to as “the percentage of users who complete a desired action.” In order to get a full picture of your website CTA conversion rate though, here are a few key metrics to be tracking to identify low hanging fruit and areas of optimization: Landing page traffic: How many visitors are coming to the landing page? Landing page bounce rate: How many visitors aren’t finding what they need on the landing page? CTA actions completed: How many customers completed an appointment scheduling from that particular landing page? This can be tracked by landing page, service, the specific text that instructs what action to be taken, to name a few. What’s a good conversion rate? Across industries, the average landing page conversion rate was 2.35%, yet the top 25% are converting at 5.31% or higher. The better the conversion rate, the better the results. Step 3: Optimize CTA Performance with A/B Testing. To further optimize CTA conversion rate, there are a number of variables you can experiment with, from landing page layout, headline, CTA language, text or button color and other design elements. Making ongoing improvements to your landing pages and calls-to-action, optimizing performance, can make a difference to your bottom line. Whatever your CTA performance today, though, there’s always room for improvement. Tracking, testing, tweaking these variables is how you can optimize CTAs. Ask yourself these questions: Could the wording
Branch Workforce Management for Banks: Unlocking Staff Efficiency and CX Resilience
In a nutshell 🥥 Branch workforce management transforms how banks and credit unions deploy their staff across physical channels by using demand forecasting, intelligent scheduling, and staff pooling to reduce customer wait times, increase revenue generating activities, and boost advisor capacity by up to 30%—turning understaffed branches into efficient, sales-focused operations. So, what is branch workforce management? It’s certainly a buzz word in banking these days, and for good reason. Quickly: It’s the strategic planning, forecasting, and optimization of employee resources across bank branches to align staffing with fluctuating customer demand while controlling costs. This encompasses everything from predicting transaction volumes and customer arrivals to automating banker schedules based on skills, availability, and work rules. It’s a big topic at Coconut Software. And that’s why we’re going to cover workforce management practices for both banks and credit unions, addressing traditional branch models and hybrid approaches that integrate digital and physical channels. This should resonate with the branch managers, operations directors, and banking executives out there who are responsible for staffing decisions and operational efficiency improvements. Whether you’re managing a large national bank network or regional credit union branches, optimizing your branch workforce directly impacts revenue, customer satisfaction, and competitive positioning in an increasingly challenging market. Direct answer: Branch workforce management optimizes staff scheduling by using predictive analytics to forecast customer traffic, automatically generating optimized schedules that match the right employees with the right skills to peak demand periods, reducing wait times while freeing advisors for revenue generating activities like sales conversations and appointment booking. Key outcomes you’ll gain from this guide: Improved customer satisfaction scores through reduced wait times and better service matching Increased advisor productivity by shifting focus from administrative work to customer needs Reduced operational costs through elimination of overstaffing and trapped capacity Enhanced appointment conversion rates via digital appointment booking integration Optimized staff allocation across multiple locations using pooling strategies Understanding Branch Workforce Management Branch workforce management represents a strategic approach to staff optimization that moves beyond traditional fixed-headcount models. Rather than assigning static teams to individual bank branches, modern workforce management treats staffing as a dynamic resource allocation challenge—one that requires continuous adjustment based on real customer demand patterns, employee skills, and business objectives. This approach addresses critical challenges facing financial institutions today: staff shortages that leave branches understaffed during peak periods, changing customer expectations shaped by digital convenience, and the shift from transaction-heavy teller lines to sales and advisory services. With average branch sizes shrinking to one manager and four team members, every staffing decision carries significant weight for both customer experience and profitability. Staff Forecasting and Demand Planning Workforce forecasting uses historical data and predictive analytics to anticipate customer traffic volumes, transaction types, and appointment-based interactions at specific branch locations. Effective forecasting incorporates branch-specific attributes including operating hours, physical features like ATMs and drive-up windows, and the mix of employee roles from tellers to universal bankers. This forecasting connects directly to customer traffic patterns and seasonal banking trends, generating volume forecasts that feed into resource forecasts and staff mix plans. For example, a workforce management branch scheduler might target service levels like 85% of customers served within 5 minutes, adjusting targets by position and day of the week based on past performance data. Resource Allocation and Scheduling Optimal staff scheduling deploys employees based on customer demand patterns, individual advisor specializations, and real-time availability. Modern scheduling automation considers work rules, employee preferences, and skills-based assignment to ensure the right branch employees serve customers at the right times. This builds on forecasting by translating demand predictions into actionable banker schedules. Where forecasting answers “how many customers will arrive,” resource allocation answers “which employees should work when, and what should they focus on.” The relationship between these functions enables branch scheduling that balances customer service levels against labor costs. Understanding these foundational concepts prepares you for evaluating the technology solutions that make sophisticated workforce management practical at scale. Technology Solutions for Workforce Optimization With forecasting and scheduling principles established, the next consideration is the technology infrastructure that enables these practices across multiple bank branches. Modern workforce management tools automate complex calculations while providing branch managers with visibility and control. Appointment Scheduling Systems Digital appointment booking systems allow customers to reserve time with specific advisors through online portals and mobile apps. These platforms integrate with branch calendars to display real-time availability, enabling customer self-service that reduces phone traffic while improving preparation for high-value meetings. Appointment booking shifts demand from unpredictable walk-in traffic to scheduled, predictable interactions. Advisors gain easy access to customer information before meetings, increasing both conversion rates and customer satisfaction. For banks prioritizing sales growth, scheduled appointments create protected time for revenue generating activities rather than reactive queue management. Queue Management and Lobby Optimization Digital queuing systems manage customer flow from arrival through service completion, providing real-time wait time estimates and staff notification when customers check in. These tools track service durations by transaction type, generating insights that inform future forecasting accuracy. Queue management integrates with appointment scheduling to distinguish between walk-in customers and those with pre-booked meetings, enabling differentiated service routing. When lobby traffic spikes unexpectedly, these systems alert branch managers to deploy additional resources or adjust service priorities—preventing the long waits that damage customer satisfaction. Staff Pooling and Multi-Location Management Staff pooling moves beyond fixed per-branch teams to create larger resource pools serving multiple locations. This hub-and-spoke model unlocks trapped capacity by allowing employees to cover demand peaks across different branches based on real-time needs rather than static assignments. Coconut Software’s research on staff pooling shows this approach as a strategic concern for banks and credit unions facing shrinking branch networks. When one location experiences high demand while another runs slow, pooled resources align resources where they’re needed most. This flexibility extends to virtual banking integration, where branch staff can support digital channels during low-traffic periods. Key technology benefits: Automation reduces scheduling error and administrative burden Real-time data enables rapid response to changing conditions Integration across systems provides unified workforce visibility Self-service tools
Scaling Wealth Referrals from Branches: Data Triggers, Scripts, and Incentives That Work
In a nutshell 🥥 In most institutions, the branch network sees your best wealth prospects first—but very few of those interactions ever make it onto an advisor’s calendar. Bank appointment scheduling software closes that gap. By pairing real-time customer insights with structured booking workflows, you can systematically convert branch activity into high-quality wealth referrals, without overloading advisors or relying on informal “hand-offs” that disappear into inboxes. Key Takeaways This guide walks through how to: Detect wealth-ready clients using transaction and behavioral signals Trigger automated, compliant hand-offs from branch to advisor Build measurement frameworks that follow referrals through to closed AUM Overcome branch adoption and capacity challenges The focus is retail-to-wealth referrals for clients with >$100K in investable assets—where branches already have strong relationships, but wealth teams often lack line of sight. How Bank Appointment Scheduling Software Scales Wealth Referrals At its core, modern bank appointment scheduling software gives customers and staff an always-on, multi-channel way to book time with the right expert—online, in-app, via QR code, or in-branch—backed by real-time calendar integration and routing rules tuned to your business priorities. Layered on top of that plumbing, you can build an automated wealth referral system that: Detects high-value signals (balances, transaction patterns, loan events, life events) Surfaces prompts and scripts to branch staff in the moment Books a confirmed meeting with the right advisor before the customer walks away Pushes context to your CRM and advisor tools, so the meeting starts at “second base,” not with basic discovery When implemented well, institutions typically see: 25–40% increases in qualified lead volume from branch-generated referrals Clear attribution from branch activity to closed AUM Advisor time shifted from phone-tag and scheduling to client-facing work Measurable improvements in operational efficiency in banking metrics like utilization, no-show rates, and conversion per appointment From Branch Visit to Wealth Conversation: How Automation Fits In What an Automated Wealth Referral System Looks Like An automated system links your core and CRM, branch channels, and advisor calendars so that: Signals are detected in real time (e.g., checking balance jumps above $250K, total relationship crosses $500K, large mortgage inquiry, inheritance deposit). A prompt appears in branch or contact-center workflows with suggested language and booking options. A confirmed appointment is booked—in-branch, video, or phone—via your bank appointment scheduling layer. The advisor receives full context (trigger type, balances, recent events, branch notes) ahead of the meeting. This solves the classic “referral black box” problem where branch staff “send a name over” and never hear what happened next. Why Branches Are Your Best Wealth Management Channel Branches already own: Day-to-day trust with mass affluent and emerging affluent customers Natural trigger points: deposit spikes, life events revealed in conversation, loan reviews The ability to position wealth as part of one trusted relationship rather than a separate “investment shop” With the right workflows and tools, you can turn branches from passive observers into the primary growth engine for Wealth Management—without asking tellers to become portfolio experts. Step 1: Define Wealth Referral Triggers That Actually Convert You do not want every modest balance increase turning into an advisor meeting. The goal is to use a small number of high-signal triggers that: Map to your target segments (e.g., $100K+, $250K+, $1M+ in investable assets) Align with advisor capacity and specialties Are simple enough that branch staff understand and trust them Balance-Based Triggers Common thresholds that work well in practice: $250K+ checking balance – Indicates idle cash that may benefit from allocation. $500K+ total relationship (deposits + investments + loans) – Strong engagement and complexity warranting holistic planning. $1M+ assets – Flag for priority routing to senior advisors and accelerated follow-up. These are straightforward to automate, and when surfaced inside branch systems they transform routine transactions into advisory opportunities. Event-Driven Referral Points Lifecycle and credit events often signal immediate planning needs: Mortgage applications over $400K – Home purchase triggers conversations on protection, cash flow, retirement, and education funding. Business loan or line-of-credit inquiries – Point to owners who may need succession, tax, or liquidity planning. Inheritance or estate-related account changes – Sudden liquidity that needs a disciplined investment plan. Retirement account rollovers – Customers leaving employers or entering retirement. These can be configured as triggers that automatically present wealth-appointment options during loan or account-change workflows, or prompt outreach shortly after the event. Conversation-Based Signals Not every opportunity shows up as a number: Customers ask about “investments,” “portfolio rebalancing,” “retirement planning,” “selling the business,” or “financial advice.” Tellers or call-center agents hear about upcoming liquidity events, inheritances, or large asset sales. Here, technology plus training matter: notes fields or interaction codes can flag these conversations and prompt staff to offer a scheduled meeting—on the spot. Prioritize implementation as: Balance thresholds (easy to automate, strong volume) Loan and lifecycle events (high intent, medium complexity) Conversation signals (highest value, most training-dependent) Step 2: Build the Referral Handoff Into Your Scheduling Flow Triggers without a clear handoff just generate pop-ups that staff learn to ignore. Standardized Script + Embedded Booking Equip branch staff with a simple four-step pattern baked into their workflow screens: Signal confirmation “I’m seeing you’ve built up a significant balance over the past few months.” Value framing “Clients in your situation often find it helpful to talk with one of our wealth advisors about investing, tax planning, and retirement goals.” Immediate calendar offer “I can see [Advisor Name]’s availability. They have time on [two specific days/times]. Would in-branch or video work better for you?” Confirmation + reminders Confirm time, channel (branch, phone, video banking), and duration; ensure SMS/email reminders are turned on to reduce no-shows. Because bank appointment scheduling software syncs with Outlook/Google and supports hybrid options, staff only see real-time, bookable slots and can finalize the meeting in seconds. Capture Context Once, Use It Everywhere During booking, include a short intake that feeds both Wealth and Analytics: Trigger type (balance, mortgage, inheritance, etc.) Stated reason for meeting (e.g., “optimize cash,” “retirement checkup”) Preferred channel (branch, phone, video) Any key notes from the branch interaction This powers: Better advisor
Branches Aren’t Dead. They’re Your Bank’s Most Powerful Growth Engine.
In a nutshell 🥥 Let’s flash back to a few years ago. The “Branch is no more!” narrative was overwhelming financial news channels and industry feeds. Physical branches were thought to be set to fade as digital banking surged. But now, in 2026, the data is telling us a different story. According to Coconut Software’s Retail Banking Trends Report, 47% of financial institutions are transforming their branches into advisory-centric hubs, signaling a major shift in how banks capture trust, revenue, and long-term relationships. Why Branch Transformation Matters Now in 2026 Digital adoption has accelerated, but trust hasn’t necessarily followed. Customers still crave human expertise, especially when making high-value financial decisions like mortgages, wealth planning, or business loans. While routine transactions move online, branches are becoming centers for guidance, advice, and complex decision-making. Banks that focus on branch transformation aren’t just thinking about foot traffic—they’re thinking about converting every visit into lasting value. Every in-branch interaction is an opportunity to: Strengthen trust Increase product penetration Boost lifetime customer value In other words, branches aren’t just transaction points anymore—they’re revenue engines. From Transactions to Trusted Advice The report shows a clear evolution: Then Now Branches focused on volume and routine transactions Branches focus on complex, high-value advisory conversations Staff handled administrative tasks and low-touch interactions Staff are empowered to deliver meaningful guidance and deep customer insights Growth driven by product offerings Growth driven by interactions, relationships, and trust Operational efficiency plays a key role here. By freeing staff from administrative work and equipping them with the right tools—like dynamic scheduling, smart lobby management, and Meet on Demand triggers—banks can ensure every customer meets the right advisor at the right moment, turning potential wait time into a growth opportunity. The Human Advantage Even as AI and digital tools accelerate service, humans remain the ultimate differentiator in advisory-led branches. Technology supports staff, but it’s the empathy, judgment, and context that advisors bring that drives revenue and loyalty. In 2026, the most successful banks will be those that combine: Smart technology to streamline operations Staff empowerment to enhance advisory conversations Data-driven insights to anticipate customer needs The takeaway is clear: branches matter more than ever—but only if they’re optimized for advisory, not just transactions. Your Next Steps To stay ahead in 2026, banks need to audit their branch strategy and answer questions like: Are branches designed for high-value, trust-driven conversations? Are staff empowered and equipped to convert visits into measurable growth? Do operational systems support seamless interactions rather than create friction? The answers could define your institution’s competitive advantage. Want the full picture? Coconut Software’s 2026 Retail Banking Trends Report dives into six transformative trends, including branch reinvention, workforce resilience, AI-human collaboration, and capturing the next-generation wealth transfer. Each trend comes with practical actions, metrics to measure success, and insights from leading banks. Download the full report now to see how your branch network can become your most powerful driver of trust, revenue, and customer loyalty in 2026. Frequently Asked Questions: Branch & Banking Trends for 2026 How is AI in banking changing the role of branch staff? AI in banking is increasingly being used to support (…not replace…) human advisors. Leading institutions are deploying AI to surface customer insights, prepare advisors for meetings, and reduce administrative work, allowing staff to focus on empathy, judgment, and relationship-building. In 2026, the most successful AI strategies are human-augmented, not fully automated. What does omnichannel banking really mean for customers today? Omnichannel banking means customers can move seamlessly between digital, video, and in-branch interactions without repeating themselves. Whether starting an inquiry online, continuing it through video banking, or finishing it in a branch, context and intent should follow the customer. This continuity is now essential for trust, loyalty, and retention. Why is video banking becoming more important for financial institutions? Video banking extends advisory capacity beyond physical branches, helping banks serve more customers without sacrificing human connection. It enables faster access to experts, supports hybrid banking models, and helps institutions manage peak demand while improving convenience and reach—especially for high-value or complex financial conversations. How does operational efficiency in banking impact customer experience? Operational efficiency in banking directly affects wait times, service quality, and staff readiness. When systems are fragmented or staffing doesn’t match demand, both employees and customers feel the strain. Banks that streamline workflows and use data to align resources are better positioned to deliver faster service, stronger CSAT metrics for banks, and higher conversion rates. What role do branches play in deposit growth, account opening growth, and loan growth? Branches are evolving from transaction centers into advisory hubs. High-value, trust-based conversations (often happening in person or via scheduled appointments) are key drivers of deposit growth, helping banks grow account openings and loan growth. The branch experience remains critical for major financial decisions where confidence and guidance matter most. Why is bank queue management becoming a strategic priority for FIs? Queue management is no longer just about reducing wait times—it’s about protecting trust and maximizing value from every visit. Smarter queue management helps banks route customers to the right advisor, reduce idle time, and turn walk-ins into meaningful advisory interactions, especially during peak periods. How do hybrid banking models prepare banks for the Great Wealth Transfer? Hybrid banking models (by that, we mean combining digital convenience with human advisory) are essential as the Great Wealth Transfer accelerates. Millennials and Gen Z expect seamless technology paired with personalized, values-driven advice. Banks that deliver consistent hybrid experiences are better positioned to build trust, retain assets, and grow long-term relationships across generations. About Us Coconut Software is the leading solution for banks and credit unions seeking to boost operational efficiency, deposit growth, loan growth, cross-channel seamlessness, and competitive CSAT and NPS scores. For over a decade, we have been the market leader in bank appointment scheduling software, branch data and analytics, lobby and queue management, and video banking, helping our customers achieve increased CSAT, bigger ROI, and growth across all lines of business. Get in touch with us
How to Identify Friction in Your Bank’s Appointment Completion Flow
In a nutshell 🥥 Friction in your bank’s appointment completion flow kills conversions—customers book but never show, or worse, abandon mid-process. The appointment management process covers every step from a customer deciding to book through to the actual meeting and post-appointment follow-up. The fastest way to identify friction is to map the customer journey end-to-end, layer real analytics on top (drop-offs, wait times, no shows), and then validate with customer and staff feedback. Banks and credit unions should pay special attention to three hotspots: scheduling (online and contact center), day-of experience (lobby/queue), and follow-up (next-best appointment or task). Using a platform that combines appointment scheduling, lobby management, and analytics—makes it much easier to detect and remove friction at every stage. Key Takeaways Map the full journey: From the first click to post-meeting follow-up, every handoff is a potential drop-off point. Quantify with real data: Track booking conversion rates, no-show rates, lobby wait times, and completion rates by product type to pinpoint exactly where customers stall. Focus on three friction hotspots: Digital/contact center scheduling, in-branch lobby and queue experience, and post-appointment follow-through. Validate with humans: Analytics show where customers drop off; frontline staff members and customer feedback explain why. ALSO: Fix fast, measure faster: Prioritize high-impact, high-volume friction points and run 30–90 day improvement cycles to see real impact. Step 1: Map Your End-to-End Appointment Journey Before you can fix friction, you need to see it. That means mapping the entire customer journey from the moment someone considers booking through the completed meeting and beyond. Think of this as a visual exercise in text form. Here’s how the typical appointment flow breaks down for banks and credit unions: Journey Stage What Happens What to Capture Awareness Customer sees a CTA (“Book an appointment”) on your website, mobile app, or marketing email. Channel source, time of day, device type. Scheduling Customer clicks through to schedule appointments—selecting service type, branch or video, date/time, and advisor. Number of clicks, required fields, drop-off point, time to complete. Confirmation System sends confirmation via email or SMS; customer receives (or doesn’t). Delivery rate, open rate, any bounced confirmations. Pre-Visit Prep Customer receives reminders, document checklists, or reschedule options. Reminder open rates, reschedule/cancel rates, support calls. Arrival & Check-In Customer arrives at the branch, checks in via kiosk or with a customer service representative, and enters the queue. Check-in method, wait time, walk-out rate. Meeting Customer meets with advisor for the requested services. Meeting start time vs. scheduled time, meeting duration, service completed. Post-Appointment Follow-Up Customer receives next steps, documents, or a link to book a follow-up. Follow-up booked (yes/no), document completion rate, time to next action. At each stage, ask concrete questions: How many clicks does it take to schedule from our homepage on a mobile device? What percentage of customers who start a booking actually complete it? How many walk-ins abandon the lobby before being served? Do customers who book via phone calls in the contact center have higher no-show rates than those who book online? Are confirmation and reminder messages actually reaching customers? The cross-channel reality matters. Your website, mobile app, contact center, branch lobby, and video banking services should all connect into a single, seamless appointment journey. When they don’t—when the contact center can’t see branch availability, or the lobby system doesn’t recognize online bookings—you create silos that frustrate customers and waste advisor time. Step 2: Quantify Friction with the Right Analytics If you can’t measure where customers drop off, you can’t fix the experience. Most banks already have the data—it’s just scattered across systems that don’t talk to each other. Here are the core appointment metrics every bank should track: Booking and Scheduling Metrics: Booking conversion rate: Page views → confirmed bookings. If 1,000 people visit your scheduling page and only 120 book, you have a 12% conversion rate—and 88% friction to investigate. Time-to-appointment: How far in advance do customers book? If it’s 10+ days out, you may lack same-day or next-day availability. Reschedule rate: High reschedules often signal unclear expectations or poor reminder timing. No-show rate: The clearest friction signal. Banks using SMS reminders see no-show reductions of up to 80%. Completion rate by product: Mortgages, account openings, and wealth consultations all behave differently—track each. Contact Center Metrics: Percentage of phone calls that end without an appointment booked. Average handling time to schedule (longer = more friction). Repeat calls within 7 days because customers couldn’t complete their first appointment or had unanswered questions. Branch and Lobby Metrics: Average lobby wait time before check-in. Walk-out rate (customers who leave without being served). Advisor idle time vs. queue lengths—misalignment here creates perceived friction even when staff members are available. How to pinpoint the problem: Using timestamped event data from an appointment booking system and lobby management platform, you can see exactly where customers stall. For example: In August 2024, your data shows 42% of mortgage consult bookings were abandoned on the “select advisor” step. This is a clear signal that step is too complex—maybe too many advisor options, not enough availability displayed, or unclear advisor specializations. This level of detail lets you make informed decisions about where to focus improvement efforts, rather than guessing. Step 3: Spot the Most Common Friction Points in Scheduling Many banks focus on the in-branch experience, but most friction actually happens before the customer ever sets foot in a physical location—on the booking page or in the contact center. Here’s where to look for scheduling friction in your digital channels: Digital Scheduling Friction Points: Too many required fields. Asking for full financial history before a prospect can book a 30-minute consult is overkill. Every extra field increases drop-offs. Lack of clear time slots. If availability is hidden behind multiple clicks or shows “no appointments available this week,” customers leave. Forcing account login before booking. Prospects who don’t have accounts yet can’t log in—don’t make them. Unclear virtual vs. in-branch options. Customers expect to know upfront if they can complete their service requests via video banking or need to
Why Staff Pooling is a Top Concern for Banks and Credit Unions
In a nutshell 🥥 In 2026, banks face economic pressures causing them to be more critical about staffing without compromising on service quality. That’s why *many* of them have looked to the idea of staff pooling to help alleviate these pressures, and unlock hidden capacity throughout the branch network. With staff pooling, financial institutions can dynamically allocate staff across branches, unlocking up to 30% more availability, cutting wait times by 40%, and improving both customer satisfaction and employee retention. This shift enables community banks and credit unions to compete with larger institutions, boost operational efficiency, and move closer to the branch of the future—a flexible, technology-enabled network where every employee and customer interaction counts. The Perfect Storm Facing Banks: Optimize CX, but Scrutinize Headcount As 2026 unfolds, financial institutions across North America find themselves grappling with a perfect storm of operational challenges. Rising costs, persistent staffing shortages, and evolving customer expectations have pushed banking leaders to fundamentally rethink their workforce-management strategies. Among these concerns, staff pooling has emerged not just as a tactical response, but as a strategic imperative that separates thriving institutions from those merely surviving. The banking industry faces a critical inflection point where traditional staffing models—characterized by rigid branch-based allocation and siloed operations—are proving inadequate for modern market demands. Financial institutions that fail to adopt more flexible, technology-enabled workforce solutions risk missing out on revenue opportunities, disappointing customers, and losing out on staff. Before we get into the reasons banks are doubling down in this area, though, let’s define the thing. What is staff pooling? The functionality driving staffing strategies in major banks One of the biggest challenges for banks and credit unions today isn’t just attracting customers. It’s having the right people available when customers actually need help. That’s where staff pooling comes in. What is “Staff Pooling” in banking? It’s the ability to ‘pool staff’ across branches and extend the reach of every advisor or banker. Rather than making customers wait in-branch, they can meet with the right specialist from another location remotely. The result is fuller schedules for your team, broader access to your services, and a better customer experience, all without increasing headcount. Staff Pooling: The Bank’s POV Instead of each branch operating in isolation, staff pooling allows FIs to treat their advisors as a shared, virtual team. Walk-in and online requests from across all locations are placed into a single system, and the platform automatically connects each client with the best available advisor (even if that advisor is working in a different branch or remotely!). Staff Pooling: The Customer’s POV It feels simple. They arrive at a branch or request help online, and they’re quickly connected with the right expert. Behind the scenes, Coconut’s platform identifies the type of help they need, finds an available and qualified advisor anywhere in the organization, and instantly creates a secure video meeting so the conversation can start right away. The Positive Effects of Staff Pooling in Banks A staff pooling approach dramatically reduces wait times without requiring banks to hire more staff.Why? Well, iInstead of having some branches overwhelmed while others are underutilized, advisors are pooled together and kept busy helping customers wherever the demand is highest. It also means customers can be matched with specialists (think mortgage, investment, or small business experts) even if those specialists aren’t physically located in that branch. For staff, everything is managed through a unified queue that shows incoming requests across all locations. This makes it easier for advisors to prepare, respond quickly, and work more efficiently. At the same time, the system collects data on traffic, wait times, and advisor performance, helping institutions make smarter staffing decisions over time. The result is a more flexible, on-demand service model that benefits everyone involved: customers get faster, more personalized service; advisors stay productive and engaged; and improve operational efficiency in banking without increasing headcount. 2 Major Staffing Crises Driving Banks toward Pooling Solutions Persistent Staffing Shortages Since the onset of The Great Resignation, the banking industry has faced ongoing workforce challenges. Many struggle to retain talent, with some reporting that 60% of retail branch tellers leave within a year, and vacancy fills take 40–45 days. This talent drain leads to operational disruptions at branch level: when each branch operates with only ~4 FTEs, losing even one staff member has outsized impact. Employee fatigue, burnout, and further turnover then feed a negative cycle. At the same time, branch leaders face a structural hiring dilemma: do they hire aggressively to stabilize service, risking overstaffing if demand drops, or delay hiring and accept deteriorating customer experience in the meantime? This uncertainty makes workforce planning itself a source of operational risk. Rising Cost Pressures With inflation and operating costs continuing to rise, many banks have concluded that simply hiring more staff is no longer financially sustainable. Wage growth, benefits, training costs, and the overhead of onboarding new employees all compound at a time when margins are under pressure and revenue growth is uncertain. As a result, workforce expansion is no longer the default response to higher demand or operational strain. Instead, the strategic focus is shifting toward extracting more value from the existing workforce — improving productivity, flexibility, and utilization rather than increasing headcount. Banks are increasingly asking how the same number of employees can support more customers, more channels, and more complex service needs. In this context, staff pooling moves from a tactical efficiency measure to an attractive, cost-efficient strategy to mitigate against economic forces like: structural necessity. The ability to dynamically allocate employees across locations, channels, and demand peaks is becoming essential to maintain service levels, control costs, and remain competitive in a high-cost, low-slack environment. This shift makes staff pooling—not just optional, but essential—to maintain competitiveness. Beyond just this, it’s an attracting, cost-efficient strategy to mitigate against all of the surrounding economic forces. 2 Hidden Capacity and Fractional Headcount Challenges Leading Banks to Staff Pooling Fractional Headcount Inefficiencies Assigning fixed FTEs to each branch, regardless of demand pattern, leads to
3 Ways to Reduce Bank Appointment Pain Points
The top 3 appointment pain points and how to reduce them in order to help staff deliver better appointments and be more productive.
6 Steps to a Successful Technology Implementation Process
What can you do to ensure a smooth technology implementation process? Coconut Software has the 6 best steps to ensure a successful implementation.
The Top Retail Banking Trends for 2025: Report
Economic factors, regulatory shifts, and fierce competition from digital-first fintechs continue to make the banking sector difficult to navigate in terms of earning and retaining customers. But while many traditional players struggle to adapt, the banks that lean into technology, AI enhancements, optimal omnichannel customer experiences, and branch staff optimization are poised for sustainable growth. Coconut Software’s 2025 Top Retail Banking Trends Report outlines all of the above, and more.
The 5 Hidden Business Impacts of Bank Appointment Scheduling Software
During a recent visit to New Orleans, I had the privilege of engaging with customers and industry experts, and digging into their pain points when it comes to truly enhancing their customers’ experiences, and their branch productivity. As it turns out: There was a lot of pain there. One recurring problem statement that arose in conversation was how bank branches can evolve from being solely transactional hubs into full-featured advisory centers. It’s not surprising: The need for today’s financial institutions to drive intentional, high-value interactions between customers and advisors is more pressing than ever. What was surprising in these discussions was the widespread gap in understanding that the solution to this transformation is possible and—indeed—already exists: Appointment scheduling software and lobby management, which, beyond streamlining operations, offers profound benefits. I’d like to fill the knowledge gap on just a few of those benefits right now. Benefit #1. Make invisible data visible to drive operational change. In the quest to transition branches into advisory-centric spaces, understanding how advisors allocate their time is paramount. Without a robust system to monitor activities, banks operate in the dark, making it challenging to meet performance metrics and address customer needs effectively. Implementing comprehensive appointment scheduling systems provide true clarity on the entire customer journey—from more simple account openings, to complex services like mortgage consultations. They answer burning questions from banks like: Did the customer attend their appointment? What prompted their visit? Have they interacted with other departments previously? Data-driven answers to these huge questions give the granular insight needed to truly understand—and powerfully serve—your customers on their preferred channels. For banks, in both the short and long term, translates to higher retention rates and increased referral business. Benefit #2. Uplift your advisors by harmonizing demand and supply. Once we grasp customer demand patterns, the next step is aligning them with advisor availability. Advisors possess a finite inventory of time; optimizing it is crucial for effective workforce planning—and serving customers more seamlessly. By analyzing appointment data, banks can identify peak times for specific services and adjust staffing accordingly. This proactive approach ensures that customers receive timely, personalized service, enhancing their overall experience. Simultaneously, advisors benefit from a balanced workload, leading to increased job satisfaction. The dual outcomes are compelling: improved Net Promoter Scores (NPS) and heightened advisor satisfaction. In an era where banking executives face the challenge of achieving more with fewer resources, such optimization is invaluable. Benefit #3. Connect customers with the advisors that can *actually* help. Customers expect immediate access to services tailored to their needs. However, it’s impractical for banks to station specialists for every service at every branch. The solution lies in intelligent routing—connecting customers to the appropriate advisor, at the right time, through their preferred channel. “At Coconut, we’re pioneering solutions to enhance real-time accessibility across branches. By leveraging technology, we can route customers to advisors based on expertise and availability, ensuring efficient and effective service delivery.” This approach not only meets customer expectations, but also optimizes efficiency in banks and credit unions. As more routine transactions migrate to digital channels, branches can focus on delivering high-value, personalized services, reinforcing their role as advisory centers. Benefit #4. Elevate NPS with real-time engagement. It’s noteworthy that the average 7+ point increase in NPS we’ve observed isn’t solely due to appointment scheduling or lobby management. The true driver is the real-time, transparent communication that these systems facilitate. When customers are informed and guided through their banking journey, it fosters trust and satisfaction. Both customers and advisors value their time and seek trustworthy interactions. By implementing systems that respect these preferences, we create a win-win scenario, enhancing the overall banking experience. Benefit #5. Finally make the seamless shift to digital and advisory services. The banking landscape is undergoing a significant transformation, with a marked shift towards digital channels. Concurrently, the role of physical branches is being redefined. With a decrease in routine transactions handled in-branch, there’s a growing emphasis on providing advisory services that address complex and personalized financial needs. This evolution necessitates a strategic approach to appointment and lobby management, ensuring that branches can effectively serve their advisory purpose. Conclusion: Beyond the Queue Appointment and lobby management are more than operational tools; they’re catalysts for transforming the banking experience. At Coconut Software, we’ve seen the positive impact of implementing this must-have solution, from reducing queues in banks, to skyrocketing CSAT scores. When banks gain real visibility into advisor activities, align resources with customer demand, and facilitate real-time, personalized interactions, they can elevate both customer satisfaction and operational efficiency—which is the future of banking. As we continue to innovate and adapt, embracing these hidden impacts will be crucial in redefining the future of banking, ensuring that we meet the needs of our customers and empower our advisors in this dynamic landscape. If you’re ready for a serious discussion on appointment scheduling software, and want to learn more about how to choose the best online scheduling software for your bank or credit union, let’s talk. Book a Consultation
3 Ways to Improve the Digital Experience In Retail Banking
In today’s digital COVID-19 era, connecting with your potential customers has become an overwhelming challenge. Consumers are now searching for ‘experiences’, causing a number of organizations to focus on improving customer experience. The understanding is that if the consumer’s attention is divided and exposure is brief, investing in an experience that goes beyond a basic interaction is going to be appreciated. When considering the various channels of customer experience in the banking industry, it can be difficult to decide when to invest. Are customers interested in a better in-branch experience? Should you be investigating new outreach channels to keep the retail bank at the top of your customer’s mind? While these areas are important, we’d suggest the best place for the banking industry to start is the digital customer experience. With more people choosing to manage their finances and associated services on their mobile devices, banks and credit unions have been presented a great opportunity to develop engaging and positive digital experiences optimized for the devices they use. Below are some reasons why focusing on a digital experience is a great idea for banks. Want to learn more about improving the customer experience? Download our customer experience white paper today. Beat the Competition According to research done by The Financial Brand, only 37% of retail banking organizations have a formal customer experience plan. While investments to improve customer experience are increasing, with the majority of banks committing to increase investment over the next 3 years, most organizations are still focused on developing products and branch engagements rather than investing in their digital channels. These findings expose a large gap in overall banking strategy when it comes to digital strategy for the next 3 years. For institutions looking to revamp their digital efforts, this creates an excellent opportunity to step up and start investing in digital solutions around customer experience. The potential for retail banks that adopt a digital strategy earlier than their competitors is reaching customers others may not. By creating experiences tailor-made for the devices customers prefer to use, banks with a digital strategy are opening themselves up to potential customers that want to access services online. If a customer cannot get the services they require from a retail bank in the way they want them, like online banking, scheduling advisor meetings or learning about new services, they’re going to end up looking for another option that meets their needs. For more information on how to retain your client base, check out our blog on the 5 ways appointment scheduling keeps you one step ahead of the competition. Bank Customers are Unsatisfied In a study published by Bain and Company, it was revealed that only 45% of online customers feel that their digital interactions with banks satisfy their needs completely. From a mobile perspective, only 25% of customers feel that they can adequately work and properly communicate with a bank through their mobile interface. From a usability standpoint, the numbers end up being the same, with 44% of computer users and 34% of mobile users agreeing that their online retail banking resources are easy to use. These are some alarming gaps which signal that banks need to take the time to step up their online customer experience. As customers get used to managing other areas of their life like the convenience of digital shopping and instantaneously streaming entertainment, they’re going to demand that same kind of swift and satisfying experience from their bank. A self-serve, real-time experience where they can move through the products and services they want at the pace they desire. If the services provided are functional, but there is little attention paid to user experience, customers are going to be left frustrated, wanting more and looking elsewhere to get the solutions they desire. To learn more, check out our blog on why companies should consider self-serve solutions for more information on the benefits of providing online scheduling to your customers. Investing in Digital Improves Customer Experience and Adoption From the same Bain study, it was found that positive customer interactions that start online, continue online with greater loyalty than if they were to start in-person or over the phone. The likelihood of customers choosing to interact with a bank online has a lot to do with the security and quality of experience the bank has created. If the digital experience is not up to the level that customers want, you risk losing them to another competitor. By focusing on how customers typically use and interact with services, rather than product promotion or adoption, you can start creating a user experience that really sticks. An example of this would be after a user opens an account online, helpfully routing the user to the activities they’re most likely to do online such as paying a bill. As customers get familiar with the basic functionality, they start to become more comfortable with the digital experience, and begin to search out other ways to work with the bank online. By paying attention to how people make use of their services and mirroring the process online, you can ensure that users are getting the value they are looking for and the experience they appreciate.
4 New Banking Initiatives for 2020
New initiatives in banking that encompass digital transformation have allowed the customer experience and operational processes to be greatly enhanced in many financial institutions, leading to their increasing success over the first half of 2020. What can we expect from the financial services industry for the remainder of this turbulent year? Deloitte has released a 2020 Banking and Capital Markets Outlook report, highlighting some of the initiatives that FinServ organizations will be focusing on in the coming year to perpetuate their industry’s successes. We have highlighted the top four credit union and banking initiatives that we think are going to be crucial to understand and implement for the remainder of 2020. Initiative #1 – Back-End Innovation 2020 has shifted the focus around bringing back-end processes up to speed. 87% of financial organizations don’t believe their current core systems can keep pace with customer-facing initiatives. And with 60% of customer dissatisfaction originating from the back-office of financial organizations, it’s clear that inefficient back-end processes can have a negative impact on customer experience and need to be addressed in 2020. Appointment scheduling is a tool that enhances customer-facing channels, while streamlining back-end processes within your organization. It can be implemented organization-wide, into your contact center’s appointment booking process, in-branch as well as online, providing a new appointment booking channel to your customers. Initiative #2 – Better Data Management The second banking initiative encompasses better data management between customer-facing and back-end channels. If your organization utilizes platforms that do not provide integration options, you are placing your organization at an increased risk of slowing down operational processes and creating a disjointed customer experience. When you are an appointment driven organization, it is crucial that the data captured through your customer-facing channels is transmitted to your back-end processes. Implementing an enterprise appointment scheduling solution will allow your organization the ability to integrate both front and back-end processes into one platform, resulting in all customer and appointment related information being stored in one place. This will enhance operational processes and streamline the management of data between your two channels. Initiative #3 – Empower Customers Self-Service We live in an ever-evolving digital world that has streamlined many of the tasks in our day to day lives, such as checking out at the grocery store, buying clothes, and ordering food. With all of these advancements, shouldn’t financial organizations be providing self-service channels to their customers as well? The increase in customer experience expectations does not mean that customers expect to have your organization wait on them hand and foot. Independence and autonomy are very important and according to a survey conducted by GetApp, 70% of customers prefer to use self-service channels to manage their lives, and 31% said that they would leave a current provider if another offered online accessibility. With appointment scheduling, you can provide your customers with the luxury of scheduling appointments with your organization through self-serve, online channels, allowing them to connect with your organization whenever and wherever they want. Initiative #4 – Revitalizing the Lobby Experience To match the continuously changing landscape of 2020, it is important to adhere to the customer’s continuously changing needs when they decide to make their selective trips into the branch. Customers now more than ever require a clear line of sight into the lobby experience, whether it’s accurate wait times on when they can meet with an advisor, or seeing how many people are actually inside of the branch. With Lobby Management, your customers get to center the banking experience around their own needs, providing accurate branch information while prioritizing the customers physical safety inside of the branch. New Initiatives in Banking – What’s Next? According to Deloitte’s 2020 Banking and Capital Markets Outlook report, “Banking consumers have a stronger emotional connection to technology brands like Apple, Amazon, and Google than to their banks.” And in response, many banks are deploying digital strategies to stay ahead of the game. Does your organization have a game plan for the rest of 2020 to keep up with the digital transformation occurring in the financial services industry? Take advantage of the latest trends, and what Coconut can do to help in our Digital Transformation Guide. Ready to get started? Schedule a consultation today.
Adjusting Your Digital Marketing Channels to Engage with Bank & Credit Union Clients
Marketers in the financial industry need to change their execution mix between various channels – in branch, online, via mobile devices, and in apps. Digital transformation is here for banks and credit unions – transform how you engage and market to your customers by adjusting your digital marketing channels.