The Story: Among the many changes wrought by the pandemic, one of the most notable is how it’s shifted consumer expectations and priorities across the board – including how people want to interact with their bank branch.
The Takeaway: As people have adapted to more digital methods of transacting, they’ve remained deeply connected to the physical experience of their financial institution at the same time – with most consumers still wanting to live within 15 minutes of a branch. Banks and credit unions have the opportunity to redesign and reimagine the branch experience – including their networks and their formats – to better meet consumers where they are and deliver on their need for advisory relationships while continuing to improve efficiency and unlock opportunities for growth.
Source: Accenture Banking on Empathy, April 2021