BAI Executive Report

Evolution of
banking branches

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As the latest BAI Banking Outlook: 2024 Trends tells us, bank customers will use digital channels for 65% of their transactions by 2026. To us, the story between the lines is that when those customers enter a branch or conduct business across channels that might include a branch, the service and product expertise they demand will be scrutinized more than ever.

It’s all this and more that we explore in our March BAI Executive Report: Evolution of Banking Branches.

Certainly, generations of seasoned customers who favor in-person banking tend to poll higher when it comes to traditional branch use, as the infographic in this edition shows. But a key takeaway is how often Millennials and Gen Z transact. Period. They engage with their financial services provider at roughly three times the number of monthly interactions of older generations.

Sure, they favor digital options, but when they need a high-touch experience, they often turn to a branch.

With that data intelligence comes many opportunities to get it right with a demographic whose financial future should reside with your institution.

Articles in this report include:

From interactive teller machines to high-tech signage, more branches go digital
ITMs are in and tablet bars are out. Self-service features aren’t only about efficiency, they must enhance customer experience.

Straight from the source: A by-the-numbers glimpse of branch use
The BAI Banking Outlook reveals how customers are using, or not using, traditional branches now and in the next few years. Here’s a by-the-numbers glimpse.

Is the branch’s reality virtual?
Proponents say the metaverse is revolutionary. For banks, this might include transactional, retail and gaming VR experiences with a few familiar aspects of traditional branches.

Transform your people before you transform your branches
The universal banking model, where staff can handle transactional requests, loans, wealth management and financial advice, is here to stay.

Download this valuable resource to better prepare yourself and your team to strategize as branches continue to evolve. And don’t forget to forward the email to others in your organization who would benefit from the insights.