As customers migrate to digital channels, bankers need to aggressively re-configure their branch networks in terms of the number and mix of facilities, the staffing provided and the role of the contact center.

Rather than cutting branches across the board to reduce expenses, community banks should reconfigure them with new staffing models.

Branches can remain relevant, even in a digital era, if banks turn them into centers for higher value interaction with customers.

In the face of a steady downward trend in customer transactions, banks should transform their branches into sales-centric outlets and streamline staffing through more efficient scheduling.

Using the term ‘omnichannel’ simply highlights the fact that most banks have failed to become digital at their core.

Bankers are challenged to a strategic reorientation as digital becomes a stronger driver of core banking relationships and the branch is recast in a more specialized role.

When marketing to millennials, banks need to provide the right balance between high-tech interaction and personalized service.