Banks are under tremendous pressure to reduce or streamline their brick-and-mortar branches due to operational costs, increasing competition, changing industry dynamics and better alternatives available through digital channels. However, doing so might affect a bank’s street presence, erode its market share, compromise its brand equity and lose customer trust.
To seize market opportunities, banks must reposition their traditional branch model and leverage digital innovation to offer services that are more personal, immersive and relevant. Branches can play three key roles to attract and retain future customers—digital ambassador, advisor hub for specialized services and problem solver.
Branch innovation requires banks to leverage customer-driven insights, upskill branch talent and rewrite branch key performance indicators.