Banks Embrace the Omnichannel Experience at Branch Transformation 2016

Bank of America, Barclays, Santander and a host of other institutions will share their case studies at Branch Transformation 2016, taking place in London on 6th and 7th December.

The customer journey is at the heart of transforming the branch

As mobile and internet banking continue to gain momentum, banks and suppliers are innovating with branch formats, processes and technology, striving to create an efficient branch network which remains relevant and maximises profitability. There is a shift from a traditional siloed branch approach to an omnichannel experience, where the customer journey is core.

Industry experts gather to discuss their experiences and perspectives

RBR’s Branch Transformation 2016 (London, 6th and 7th December) is a unique forum to help banks define or refine their branch transformation strategies. Delegates take inspiration from pioneering case studies and innovative thought leadership sessions, and share their experiences and perspectives in the networking breaks. There is also an opportunity to preview the latest branch solutions in a dedicated exhibition area.

Commenting on the success of RBR’s Branch Transformation events, Managing Director, Dominic Hirsch, said “Branch transformation is top of every bank CEO’s agenda, and this conference is unique in bringing together key stakeholders from around the world”.

Organisers of Branch Transformation 2016 forecast record attendance

Why branch transformation is so important

Banks are under unprecedented pressure to justify the existence of their branch networks and face the unenviable task of trying to boost revenues, while cutting costs. Here are some of the ways in which banks across the globe are transforming their branch networks to address the challenge:

· Omnichannel: As customers embrace online and mobile, the branch remains a key sales channel, providing unrivalled opportunities to get to know customers, offer advice and cross-sell. Banks are aligning their channels to provide an integrated customer experience.

· Innovative technology is a fundamental enabler of branch transformation. Examples include: assisted self-service, video tellers, interactive queue management, instant card issuance and digital signage.

· Formats: Banks are innovating with new branch formats in order to make their networks more cost efficient and to reflect customer needs. Some have established smaller outlets; others have opened alternative branches such as “cashless” or purely self-service.

· Staffing: New technologies enable branch staff to transition from transactional roles to sales and advice – a key part of many transformation programmes. With an increasing proportion of transactions carried out via self-service and digital channels, banks are retraining tellers to handle more value-adding tasks.

Embarking upon a complete overhaul of a branch network can be daunting and expensive. Understanding what can be done with each facet of the branch, considering how these different strands can be brought together, and learning from banks which have already taken innovative leaps is certainly a good place to start.