The future of the branch network is one of the biggest strategic questions facing traditional banks today. Digital disruption, challenger banks and the drive to cashless payments have changed the retail banking landscape, with branches in decline across the West. Yet at the same time some traditional banks are starting to see the benefits of their branches both as brand ambassadors and as extensions of their digital networks.
Digital Branch Design covers three main themes that, in effect, address three questions:
Digital Branch Design features more than 25 case studies and explains how retail banks are reinventing the branch for the digital age.
1 Introduction: the bank branch paradox
2 How is the branch network adapting?
3 The branch in/of the community
4 The role of branch staff
5 Technologies in the branch
8 Trends and recommendations
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