A Google search for “branch of the future” will give you millions of web pages, blogs, and social media posts. Many focus on futuristic features, such as touchscreens and video tellers, but we think the future of bank branching is more than tech trends and self-service. A truly modern branch is designed to fit the needs and personality of your target market while helping your staff connect with customers in a more efficient, productive, and authentic way.
We explore the "why" behind the design.
We've all seen the renderings of fantastic "branches of the future" with features like touch tables and meeting cubbies. But a true branch of the future is purpose driven, designed around customer needs.
Join us as we explore what is changing and why.
Breaking up the teller line
The traditional branch focuses on teller lines that create barriers between tellers and customers and limits the type and quality of interactions.
Modern branches are more open and welcoming environments that help staff move. This leads to more personal, high value conversations.
Liberating Private Offices
Private offices are a staple of the traditional branch. They are designed for one person and often only one purpose.
Hotel offices are a more flexible alternative. They are designed to accommodate a variety of customer interactions and are shared by staff on an as-needed basis, making them a much more efficient use of space.
Integrating Technology Strategically
A great technology solution is purpose driven, not reactionary or following a trend.
ITMs free up staff for more consultative, high value conversations.
In branch video banking helps customers connect with experts in any branch.
Mobile video banking brings face-to-face banking directly to the customer.
Cross Training Staff
OLD: Large staff with segmented roles.
Traditionally high in-branch transaction volumes require dedicated spaces and staff with segmented roles.
But transaction volumes are plummeting, dropping 45% since 1992.
NEW: Smaller staff with diverse roles.
Open branches with universal associates facilitate a lower transaction volume and higher value interactions.
The result: Higher productivity and lower cost per transaction.