Branches and Self-Service

Why the convenience of instant replacement is an important trick to have up your sleeve as the in-branch experience evolves.

Even though traffic has rebounded to surprising levels, long-term changes to layouts, staffing and offerings are coming.

Here are the steps to help mitigate the loss of customers who no longer work near branches they originally chose based on their office location.

Early adopters of branch transformation initiatives are seeing real benefits. How can you catch up?

Everyone is still trying to make sense of CX.

Amid today’s ultra-competitive banking landscape, you might think at first glance that digital and physical channels remain locked in an all-out battle, each using any advantage to lure customers to their side.

Not all that long ago—and perhaps it’s still the case in some corners—bank branches were targeted by cost cutters, who viewed physical space as hopelessly outdated in the digital world.

Even as digital banking gains ground, many customers still prefer human, face-to-face interaction for complex products such as mortgages and investments.

Banks have talked for years about bridging the yawning gap between physical and digital channels—first via multichannel, then omnichannel.