BAI Executive Report

Branches are changing with
the times

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The branch network is evolving and it’s imperative to stay up to date on significant shifts and trends impacting the way customers/members experience your organization in-person.

In this month’s Executive Report, we provide ideas and insights for banks and credit unions to consider when shifting to the next generation of branch experiences.

Articles in this report include:

The long, slow transition to advice
A major challenge financial institutions face is the need to develop a ‘hunter’ mindset among branch employees who now tend to think like ‘farmers.’

Today’s model branch: Technology and donuts
Banks and credit unions know that if they want to thrive in the age of nimble fintechs, they need to change their physical presence.

An industry vet’s take on the branch
In this month’s Q&A, Jon Voorhees from Wells Fargo shares his thoughts on the transition from primary source of connection to a more secondary role.

When less is more
Smaller branches and sale-partial leaseback options can help banks keep a brick-and-mortar presence in communities in a more cost-efficient way.

Focusing on the branch customer experience
By better managing lobby traffic, allowing for appointments and quickly collecting feedback, banks and credit unions can build more enduring relationships.

The efficiencies of ATM as a service
Outsourcing networks to third parties can help ease labor concerns while expanding availability and driving greater customer satisfaction.