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Branches of the Future: A New Vision of Customer Service in the Banking Sector

In total, there has been a 20% reduction in physical bank branches since 2017. And this trend is continuing into 2024. The UK’s NatWest has announced 32 closures in 2024, while Bank of America has made a similar announcement for February and March.

Despite lower footfall, surveys show that people still value having a branch in their local community.

82% of customers claim that having a local branch is “extremely or very important”


This puts banks in a tough position. They recognize the value of having a physical presence in local communities – but traditional models are no longer financially viable.

The bank branch needs to transform

Drawing on real-world examples, this ebook explores what branches of the future will look like. Discover what banks need to do to develop a branch network that is cost-effective, profitable, and meets customer service expectations.

The ebook will discuss:

  • How to maintain a strong customer service experience.
  • The role of technology in branches of the future.
  • Why community is important – and how banks can leverage it.
  • Methods to drive profitability in modern branch networks.

Ensuring a smooth digital migration

Crédit Agricole next bank (Suisse) identified and anticipated potential areas of friction in their customer journey when planning to migrate to a new e-banking environment. By partnering with Unblu, they managed to maintain a smooth experience throughout their client onboarding.

Overcoming Regulatory Barriers to Enhance Client Interaction

How wealth management firms and private banks communicate with their clients is coming under increased scrutiny from regulators, particularly surrounding the recording of conversations.  But how do you overcome regulatory barriers without sacrificing the next-level experience that clients expect? In.

The 2023 Retail Banking Trends

Hybrid experiences built on trust Trends long in development will come to fruition in 2023 – requiring an urgent response from retail banks. But faced with a sharp decline in customer trust, what must banks do to thrive in the.

Digital banking, done right

How to level up your digital customer experience in a branchless world No relationship can thrive without trust – and yet that’s exactly what’s missing in today’s challenging digital banking landscape. What do your customers think about you? Rebuild customer.

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