This document discusses the future of bank branches. It notes that 50% of bank branches have closed in the last decade as customers increasingly interact with banks through mobile and online channels. Younger customers and those with higher education and income prefer online banking. The document outlines four potential future types of bank branches: digital pods focused on immersive digital experiences, pharmacies with high coordination between physical and digital channels, shops for basic banking needs, and lounges to build relationships. It identifies challenges such as integrating offline and online services, using pop-up branches, making branches more social, recognizing individual customers, and location-based services.

1. Pascal Spelier, December 10th 2013
The future of Bank Branches.

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We live in a digital era

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In the last decade 50% is closed
Source: ABN AMRO
2018

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More and more we interact via mobile
Source: ABN AMRO

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Source: ING, november 2013

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 36% of Dutch customers never visit bank
branches
 Only 3% buys financial products
 Most of the low-value transaction can be
fulfilled in other ways through other
channels (cash withdrawal, deposit, pick up
cards, et cetera)
 Europeans older than 40 prefer to use
branches, while younger people prefer
online banking
 Highly educated people with high income
prefer online banking
GenY embraces online banking
Source: Forrester « European Banking Customers Continue Migrating Away From The Branch »

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Research in
US indicates…

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Is there a
Future for
the Bank
Branch?

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Inside Out  Paradigma Shiftt  Outside In
Single Channel
Customers experience single
touchpoint.
Banks have a single type of
touch point.
Multi Channel
Customer sees multiple touch
points independently
Channels are functional &
technical silos).
Cross Channel
Customer sees multiple touch
points as part of the same
brand.
Single view but banks operate
in functional silo’s.
All Channel experience
Customers experience a
brand, not a channel within
a brand.
1980 20001967 1990
ATM Online Banking Internet BankingCall Centre
2010
Mobile Banking
201?
Video Banking? Virtual Banking?
201?

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Source: Google Trends
Trends
Customer Journey
Customer Experience
Customer Experience:
Hip and happening
Index 100

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What is Customer Experience?

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Price
Product
Service
Customer
Experience
The road to loyal
customers
‘Commodity’ Distinctive by ‘value added services’

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Source: Future of Bank Branches, april 2013, Capgemini Consulting
In the future we
predict four types of
Bank Branches

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‘Digital Pod’:
Focused on providing customers
with an evolved and immersive
digital experience

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‘Pharmacy’: high levels of channel coordination
between physical and digital

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‘Shop’: ideal for students, new- and
existing customers with
standardized banking needs

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‘Lounge’: primarily designed for
building strong relationships
whith customers

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What are the
biggest
challenges for
the Bank Branche
of the Future?

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Online
Mortgage
File
Challenge 1: Integration offline and online

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Mortgage advice: video chat and screen
sharing

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Use ServiceAdvice

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Advice

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Orientate ServiceAwareness

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Pro-
active
Chat
support
Orientate

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Your own online
relationship manager
AdviceOrientate Service

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Personal messages
in a secured mobile environment
AdviceOrientate Service

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BuyAdvice ServiceOrientate
The future of
call centers
is here

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Challenge 2: ‘Pop-up’ Bank Branches

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Do you like this coat?
Challenge 3: Is your branche ‘social’?

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‘Likes’
online and offline

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Challenge 4: Recognize your customer

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Challenge 5: Location Based Services

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Tell me, what’s your most important…

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Pascal Spelier
Managing Consultant
All Channel Experience
Reykjavikplein 1,
Utrecht, The Netherlands
Mobile:+31 (0) 6 53 29 90 17
pascal.spelier@capgemini.com
Thank you!
@spelier