Katie Kuehner-Hebert
Aug 12, 2022

Despite the accelerating pace of mobile adoption, bank branches will continue to play a critical role in customer engagement.

I recently attended two banking conferences and was struck by how much has changed—yet how much has not and needs to.

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While consumers and small businesses consistently rate “local branch convenience” as a deciding factor in choosing their financial institutions, branch transactions are declining at an average rate of 7 percent per year—even higher in many urban areas.

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Retail banking faces steep declines in branch visits.

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As banks consolidate further, financial institutions have a chance to cherry pick good branch sites cast off by competitive mergers.

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In an age when so much stress is placed on customer experience, financial institutions need to keep an eye on the safeguards that guarantee success.

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For all the noise surrounding customer experience, dialing in to the best practices and effective strategies is another story.

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While financial institutions know data holds the key to success, many haven’t figured out how to collect it or what exactly to do with it.

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What will 2019 bring?  We’re moving into the longest economic recovery on record and it looks like there’s plenty of room to run.

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Are branches here to stay or going away? Is more high tech a good thing or an obstacle to human connection? The questions won’t go away; smart answers are hard to find.

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Customer experience—building real, valuable, personal experiences for customers—has become banking’s top competitive differentiator.

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As if you weren’t already wary about answering phone calls from unknown numbers, here’s another concern to consider.

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Some banks think that after 10 years, they’ve got mobile banking all figured out.

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My local grocery store has installed a second set of self-service stations.

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The high-velocity change in financial services is picking up.

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Envision doing hatha yoga, hearing new music or catching an art exhibit in a really non-traditional setting: a bank branch.

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You know the drill, because it’s been drilled into your head: Branch locations are closing.

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Banks aren’t quite trading in pinstripe suits and formal board rooms for hoodies and scooters—but interior innovation is on a roll.

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So you’ve closed some branches and reduced staff at others.

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The use of textual, digital and web-based communication is rising as financial institutions across the spectrum fend off competition and adapt to trends in consumer behavior.

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