Are we in a post-branch era? The COVID pandemic has accelerated change in many industries, condensing 5-10 years of change into months. In banking, there is both push and pull dynamics at play that are influencing both customer usage of branches and bank decisions to maintain branch networks. And while these larger forces are at play, there is increasing risk that many could be left behind. What is the future of the bank branch? Is it a critical part of a bank's service delivery and customer engagement model? Or is it a relic of the pre-COVID era? How can branches and the services that are delivered through them be done in a way that gets the best outcome for all stakeholders?
Wilarra-Kirralaa
( 10:00 - 10:30
(AEDT)
)
