Predicting key trends in any industry—and financial services is no exception—means taking to account uncertainty, reality and possibility. In some years, that might as well demand a deft touch with a crystal ball (and we don’t mean the one that just dropped in Times Square). Yet 2018 begins on a very favorable note. The economy is strong; Read More
Branch transformation is hot. The evidence is everywhere: numerous industry articles, webinars, blogs and conferences on the topic. It appears everyone has an opinion about what needs to change or transform and a host of ideas on how to effect those changes. All this noise (or cacophony) has created great confusion among leaders at financial institutions—and in Read More
Bank branches, while on the decline, will continue to serve as an integral part of multi-channel strategy for financial institutions. To that end, innovation and inspiration will play out on many levels as banks attempt to keep their branches relevant. Jonathan Rowe of nCino takes a deep dive into best in technology and user friendliness that branches Read More
Customers don’t like hitting their local bank. That statement may not sit well with community bankers, but it’s a fact. A 2016 survey found that more than half of U.S. consumers prefer digital to face-to-face relationships with their banker. It’s a harsh reality check, no doubt, but also marks another milestone along the eroding trail of traditional Read More
On this episode of the BAI Banking Strategies podcast, we're joined by banking branch expert Jon Voorhees of Peak Performance Group about the closing, opening and evolution of bank branches. Voorhees reveals how banks can close branches and still experience low customer attrition rates. From the podcast: Jon Voorhees has previously written for BAI Banking Strategies about branches Read More
Proponents of digital banking argue that U.S. retail banks should accelerate branch closures and migration to digital channels. Their conclusion is this: Aggressively reducing physical locations and staff will speed the pace of channel migration, reduce service delivery costs and bolster profits. Some consultants even go so far as to suggest that digital interactions and self-service will Read More
Industry veteran Jon Voorhees opened about 900 new branches and learned a great deal about the factors that drive a successful launch. Here are his 10 best insights.
Imagine a mini-building small enough to store inside a large walk-in closet, and you’ll have an idea of how one bank out to reinvent the branch has dressed for success. PNC Bank of Pittsburgh has built one of the world’s most unusual bank branches. It is the renovated interior of a steel shipping container, the type used Read More
In recent years, consumers have increasingly turned to online and mobile banking channels to fill their banking needs. In fact, 62 percent of consumers now conduct most of their banking activity online or via mobile apps—this according to a report by Fabrice Albizzati, “Reinventing U.S. Retail Banking: Keys to Creating the Omnichannel Bank Branch Experience.” While the Read More
Bankers have heard it hundreds of times, or been sold it, if you will: If branches are to survive, they must shift from transaction-oriented institutions to sales centers. Yet what about the surprising notion of a bank branch becoming more like … an Apple Store? That’s the view of David Peterson, chief strategic officer for i7strategies, a Read More
