The 2011 World Retail Banking Report from Capgemini, Unicredit and Efma identifies the major challenges facing retail branch networks in a multi-channel environment.
While the branch remains a key delivery channel, it is important to understand how attitudes toward the branch and usage patterns are shifting among different customer segments. The 2011 World Retail Banking Report identifies the major challenges facing branch networks. These are occurring in the areas of branch layout & design, technology, sales & service, and staff & people.
As banks address these challenges, they are putting into play six themes that redefine the role of the branch. The report present these themes in detail, along with the Customer Experience Index from which these results are drawn, as an aid to banks grappling with the serious matter of retail delivery and branch transformation.
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