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The agile bank journey includes four steps to deliver a top customer experience

DNA, diagnosis, shoes and sweet spots lead the way to an agile bank future.


The agile bank reduces fixed costs, grows revenue and reinvents the customer experience. But how can banks become agile banks?

A retail bank model for the digital banking age, the agile bank trades the traditional inside-out, bank-first focus for an outside-in, customer experience focused mantra. But how can banks become agile banks?

The good news is that most banks are well positioned to transform. With a digital-physical footprint, trusted customer data access and an innovative spirit, they have a strong platform for success.


There are four steps to becoming an agile bank:

1.  Confirm the bank’s DNA

Banks should assess their current-state identity across two dimensions: level of agility and level of specialization.

2.  Diagnose the network

Banks must support their new business model by rethinking the physical distribution network.

3. Walk in customers’ shoes

The key is to start from the agile customer experience and work backward to assess technology needs and build a new agile marketing toolkit.

4.  Test the sweet spots

Once the bank has its agile distribution and marketing toolkit in place, it must continually design new strategies to push sales and service effectiveness to the next level.


Use a multipronged approach of network optimization, based on three phases and rooted on a structured physical network data-driven diagnosis.


Phase I: Diagnosis
Understand if and when a branch needs to be closed/ right sized/ empowered.


Phase II: Streamline
Exploit the maximum potential out of the optimization strategy.


Phase III: Act
Execute the optimization initiatives.