Building the Banking Branch of the Future


Bank branches are undergoing a renaissance, as financial services organizations shift to provide a seamless experience across all environments—mobile, online, and in-person.

Customers today want ease and speed in conducting transactions, in real-time and without friction, no matter where and what platform.

Whether customers are in the branch or using the bank’s website or mobile app remotely and interacting with employees—who themselves may be working in-branch or remotely—customers must be assured of having the same experience.




What Customers Want

Today’s customers are looking for omnichannel experiences, such as the ability to begin a loan application online and finish it in-branch, all done seamlessly.

Speed and convenience are paramount in delivering an omnichannel experience – customers don’t want to have to input their personal information multiple times on a loan application, for example.

Enabling these transactions require a digital-first focus on customer engagement to supplement the work of financial services employees, who remain an essential element of the customer-centric service model and help build brand trust.



Bank of the Future: Design




Bank of the Future: Powered by Technology



Bank of the Future: Empowered Employees






  1. “Outlook 2021: Banking Industry Trends & Challenges,” The Financial Brand
  2. “Customer Experience Trends in Financial Services: A Research Study,” Microsoft
  3. “2021 banking and capital markets outlook,” Deloitte
  4. “Why It’s Critical That Every Community Bank Focuses on Innovation That Matters,” FIS

Financial service organizations adopt digital technology at a rapid pace to meet customer demands

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