World Retail Banking Report 2011 Spotlight

| Point de vue

Branch of the Future

In today’s environment, the most important consideration in developing an overall channel trategy is determining the role of the branch. Some banks will choose to put the branch near or at the center of the customer relationship, while others will minimize its role, or eliminate it completely. Banks may choose one or several approaches, depending on the preferences of specific segments within their customer base.

The World Retail Banking Report from Capgemini, UniCredit and Efma, identifies six themes that are emerging around the future role of the branch in retail delivery. The themes differ from each other in terms of the emphasis they place on the branch and serve as a foundation for addressing channel preferences among different customer segments.