The Evolving Role of the Branch in an Omni-Channel World

The Evolving Role of the Branch in an Omni-Channel WorldThe Evolving Role of the Branch in an Omni-Channel World

It’s no secret that banking traffic is shifting from the branch toward Internet and mobile channels at an increasing rate. But, while it’s accurate to say that branch traffic is on the decline, the branch is still a vital channel. The difference is the branch is no longer an island. Instead, it is one critical component of a cohesive, customer-centric, omni-channel strategy. In a true omni-channel environment, one channel does not replace the other, nor does it operate separately in isolation. To bring a true retail vision to banking, the branches, call center, ATM network, online banking and mobile channels have to operate in harmony, bringing a seamless, personalized experience to customers.