“Customers expect the latest technology, seamless integration between the branch and digital channels, and multiple formats—both physical and digital—to connect with a banker.”
-Branch Transformation: Knocking the Brick off the Mortar. Aite Group 2019
Customer focus is at the heart of the retail banking experience. Today’s banking consumers expect a level of service that is on par with the retail sector, with constant comparison between the services offered by their banks and with Amazon or Uber.
Customers today demand a service where technology is at the heart of every experience. The digital experience is no longer a luxury but a necessity with many banks adopting a mobile first strategy for the retail banking product and services offering.
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