A better question might be, ‘Should technology drive your branch strategy?’ The answer is a definitive ‘No’; however, it’s easy to get caught up in the whirl of new technology and become seduced by the possibilities. But how does it match up with your core brand promise? Does the newest technology enable you to deliver your...Read More

Retailers have become more adaptive to respond to digital disruption, engage customers and improve competitiveness. Facing similar forces of change, retail banks must do the same. One way that banks can adapt is to learn from retailers’ transformation of in-store experiences. The place to start is with the branch. After all, it is the bank’s...Read More

The rapid rise in digital channels creates opportunities for banking providers to develop more meaningful relationships with consumers by using data to optimize the experience. Not long ago, a bank manager was more than just a person who ran a branch. They were financial advisors, mortgage brokers and trusted confidants. They held a personal relationship...Read More

In the banking industry, the “customer experience” has moved to the forefront over the past few years. Here’s how consumers today perceive their experience with retail banking providers — what banks are doing well, and where improvements are needed. According to 93% of respondents in Protiviti’s second annual Consumer Banking Survey, banks at least meet their expectations. But do...Read More

  With just a few weeks left in the calendar year, 2016 has presented financial institutions with a multitude of growing-edge challenges sure to spill over into 2017. Like: How should banks partner with emerging FinTech players to attract and keep new customers? And: How do financial institutions address their growing concerns over personalized customer...Read More

In 2017 the world will witness the 50th anniversary of the cash machine. (See how the industry is preparing for this milestone.) Popular stories of the genesis of the ATM focus on the device installed in Barclays Bank’s Enfield, London branch as the official introduction to the modern ATM.  A look at the invention and evolution of...Read More

When consumers run into issues with a megabank, one of two outcomes are all but certain: Some customers will forgive, forget and stay—while others will take action, along with their accounts, and leave. In light of those potential actions, community bankers likewise have two choices: You can open your doors every morning and hope you...Read More

There is no doubt that bank customers of all ages and incomes are moving to digital channels to conduct financial transactions. Use of mobile banking applications to check balances, transfer funds, pay bills and even deposit checks is growing rapidly. Furthermore, more customers are going online to open accounts and apply for loans. But does...Read More

Just what will bank branches look like 10 years down the line? They’ll look smaller, for starters – and feature self-service machines to work transactions that free up staff. That way, bank employees can give more financial advice to customers on even basic literacy topics. But to abuse a cliché, the bucks will hardly stop...Read More

As an industry we have talked so much about branch transformation and the branch of the future. And what we’ve come to realize is that this is not really the most useful way to think about it. Today, the challenge is less about, how do I update my branch? Instead, FIs should be thinking, how do I deliver...Read More