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Branch network will remain vital part of bank channels

Proceedings report from The Asian Banker’s teleconsultation session ‘Branch consolidation: Moving into the age of digital' on the challenges of integrating in-branch and digital customer experiences.

January 07, 2015 | Research

I. Introduction

  1. The Asian Banker organised a teleconsultation session, “Branch consolidation: Moving into the age of digital” on the challenges of  integrating in-branch and digital customer experiences.
  2. The following report summarises the central points presented by the key speakers of the session, including main issues discussed, as well as the Question and Answer session that followed. The objectives of the session were to discuss
    • Aligning branch banking with the digital strategy
    • The changing role of branches in the midst of digitisation
    • The challenge in getting a holistic view through omni-channel

II. In Attendance
The panel for this teleconsultation session included:

  1. Simon Clarke , Head of Digital Banking, Suncorp Bank
  2. Ian Low, Principal Business Consultant, Genesys
  3. Foo Boon Ping, Managing Editor, The Asian Banker

III. Key discussion notes

1. Impact of digital technology on branch strategy

2. Revenue generation opportunities and how to achieve them

3. Suncorp Bank case study

4. Different approaches taken towards branch transformation

IV. Detailed discussion notes

1. Impact of digital technology on branch strategy

i. Customers today consider simplicity and convenience to be important elements in their interaction with service providers. Long waiting times and convoluted processes are no longer accepted.

ii. Advances in online and digital services have changed, driven by new customer expectations to deliver on anytime and anywhere expectations.

iii. Asian Banker Research found clear trends that banks have been increasingly digitising their delivery channels by the introduction of new mobile banking services, updating of Internet bank...

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Categories:

Branch Banking, Channels, Customer Centricity, Internet Banking, Mobile Banking, Retail Banking

Keywords:Suncorp Bank, Product Per Customer, Delivery Channels, Branch Optimisation, Branch Consolidation