What is the future for branches? Here are three emerging roles for branches, and how banks and credit unions must leverage the human touch in the Digital Age. Most retail financial institutions know that they must re-position their traditional branch model. Many banks and credit unions have already closed (or plan to close) at least...Read More

    Analysts at leading firms agree that customer experience is the new battleground to differentiate and compete. After all, a “delightful” and frictionless customer experience yields increased customer satisfaction, loyalty, advocacy and customer lifetime value. One of the biggest CX trends in financial organizations around the world is digital transformation, which represents the investment in...Read More

  Traditional retail branch models were designed back in the days before the internet and mobile phones. Times have changed, but branches haven’t. Barely a day goes by when you don’t see an article suggesting that brick-and-mortar retail banking is on death’s door, but branches aren’t going away. They are certainly changing, and in a...Read More