Best Practice Report

The Renaissance Of Branch Banking In Asia Pacific

Let CX And EX Drive Branch Transformation

April 27th, 2020
Tom Mouhsian, Principal Analyst
Tom Mouhsian Principal Analyst
With contributors:
Frederic Giron , Nancy Lin , Bill Nagel

Summary

Digital self-service and transaction automation have led banks to close branches. But many customers still depend on branch staff for financial consultations and support, shifting the key drivers of branch customer experience (CX) to personal, value-adding experiences that can’t be replicated online. This makes branch staffing very important, requiring strategies to recruit and retain highly qualified employees, empower them, and enable them to do their jobs well. This report shows retail banking execs and CX pros in Asia Pacific (AP) how banks are innovating in this space.

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