The Covid-19 pandemic has radically changed customer behavior and banking operations. More customers now expect immediate, personalized and seamless service across digital channels, while a growing number of fintechs and digital-native challengers are ready to provide it. But rumors of the death of branch banking have been greatly over-exaggerated. Bank branches are still relevant and valued by many customers. However, with social distancing being the 'new normal', branches will need to look and feel different. Today, leading banks are looking at how to optimize their branches to give customers the advisory services they value. They are finding that the branch holds opportunities to differentiate by combining face-to-face with digital interactions.
As parts of the world start to tentatively emerge from the initial stage of this crisis, what does the future hold for those bank branches? This joint report looks at the ways banks can improve origination in the branch and considers the best approaches they can take to redesign the branch experience and increase the potential value of branches. In addition, it provides a snapshot of how banks across the world are innovating to deliver truly seamless, omnichannel origination capabilities for staff and customers alike.
Download the full report here