The Digital Bank Branch

Historically, bank branches have been the key instrument by which banks serve customers and drive revenues — but digital disruption and the changing behavioral patterns of bank customers are now endangering this position. As a result, banks have cut the number of branches, sometimes dramatically. However, at the same time, banks are also trying to find ways to reinvent the branch so that it's better positioned to help them win, serve, and retain customers. Some banks prefer stylish design environments; others favor the high-tech, high-touch approach. When considering future-state application architectures, application development and delivery (AD&D) teams in banks need to understand the position and role of the branch over the next five to 10 years and the technologies that will support the various defined branch types. This report provides an overview of banks' perspectives on the future of the branch, the high-tech tools that they will leverage in an omnichannel environment to reposition and revitalize their branches, and the actions that AD&D teams need to take.