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Evolving the Role of the Branch in a Multi-Channel World

A successful multi-channel performance agenda places the customer at the center of a cohesive effort to boost revenues, reduce costs and adapt to a changing marketplace. As the retail banking industry enters 2013, executives remain preoccupied with their overgrown branch networks. An initial round of cost-cuts and closures helped banks to weather the recession, but after years of waiting, it looks like revenues will not come back strongly enough to justify all of the extensive remaining capacity. On top of the poor economic conditions, customer preferences are inexorably shifting to digital channels. It soon will be the case that more ...

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