These seven key findings
are mirrored by changes
in society and the
expectations of the next
generation of customers.
This generation will have
new needs and different
demands, as well as
being familiar with new
technology. In conjunction
with other exogenous
forces such as urbanisation
and sustainability, they
point to a different future.
7. OMNIBANK:
PHYSICAL MEETS DIGITAL
Banks should use the return of the service-led
high street presence and the disappearance of
processing at a local level to drive a new model of
retail banking, and a more interactive relationship.
•
Footfall in retail branches will continue to fall at dramatic
rates, forcing banks to respond with a whole new model
of retail banking. Retail banking’s saviour will be customer
interaction, and as banking goes digital the physical
space will need a new raison d’être.
•
We believe that this will lead to more consumer-focused
branch designs, where customers can socialise, drink
coffee and work, as well as bank.
•
We will also see the rise of a hub and spoke location
model, with only city-centre branches offering full
services, and a network of kiosks and pop-ups to replace
the suburban branches.
17
The future of the financial workplace
|
September 2014
