Staying ahead of changing consumer expectations and their preference for speed and innovation is challenging. Branch transformation can occur at many levels within a financial institution, but ultimately, people, process and technology are the pillars of successful transformation initiatives.
The expectations of 24x7 self-service have crossed over from retail into the financial industry. Digital engagement is becoming the key interaction between financial institutions and consumers, retail and commercial.
Whether a customer interacts with you via online banking or physically comes into your branch, the experience needs to be as seamless as possible. If a consumer wants to open a new account online but finish in the branch, they can. Digital channels and physical channels should become blended channels. Consumers shouldn't see disparate channels or experiences because, at the end of the day, it's all your brand.