Digital and brick-and-mortar branches work best hand-in-hand. Emphasizing personalized mobile and digital, with branch personnel serving as support for that technology, allows for stronger customer engagement that drives loyalty, retention and growth.

It's no secret: we're living in the digital age. Technology and innovation are everywhere we look, especially in the banking industry. Given the changing consumer and small business behaviors prioritizing mobile and digital channels, banks of all sizes need to adapt quickly to the transition from brick-and-mortar businesses with adequate mobile and digital tools to businesses that think personalized mobile and digital first, and position branch personnel as support elements of that technology.

Despite the spike in mobile banking, branches are not going away. Updated tools and a best-in-class customer experience are necessary to enhance the branch experience. By cutting branch cost and adopting a mobile-first mindset, financial institutions can grow wallet share while meeting the needs of their digital-first majority customer base.

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