In the retail banking business, the role of the branch is changing. Intensified competition is driving revenues down, while regulatory burdens on key processes, increased regulation of private customer data, and demands for process transparency threaten to increase costs and erode profits. In this environment, the business models of retail banking need to evolve. This evolution is changing the very nature of the branch. Bank branches are transitioning from transaction centres to sales centres -from delivering speedy and reliable services to creating customer loyalty and driving cross-and up-selling. Banks are evolving the branch to help them lead via service and relationships, not price. To deliver on this strategy, retail banks are transforming branch networks to be more customer-centric, efficient, and profitable. Transformation reguires innovation of the branch infrastructure - increasing resource optimisation, performance, and flexibility.
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