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Despite their reputation for techno savvy, members of the Gen Y generation still value the person-to-person contact that they can find in a financial institution branch.
Proactive management of the customer experience can yield big dividends on the branch front lines.
Branch acquisitions can be a fast route to market share, but today there are more reasons than ever for buyers to approach branch for-sale signs with a long checklist and a cautious attitude.
Video banking technology can improve profitability in branches by reducing costs while providing a differentiated service to customers.
Facing another round of branch closures in a tight market, banks will need more analytical rigor in deciding which locations to close.
Automating branch processes is increasingly attractive to revenue-strapped retail bankers, yet they must also keep the customer experience in mind.