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TRENDS


Reinventing the branch workforce for a digital world

A new talent strategy can make branch employees a bank’s most critical workforce

In the digital world, branch employees will no longer be transaction specialists. They will be professionals focused on helping customers manage wealth and long-term goals. The branch workforce will provide high-touch services that high-value customers demand. And they will offer new customer experiences that bring together the best attributes of in-person and online banking.

To achieve this, banks need new branch talent strategies which include equipping employees with skills they can use to make every customer interaction a differentiated and profitable banking experience.

Here are three ways banks can get started.