This is a unique programme with insights from extensive global industry research. It is delivered against the backdrop of an industry facing significant challenges on many fronts and the need to fundamentally rethink the existence and role of the branch.

Areas of Focus

Customer Behaviour
A shift away from transactional activity at the branch level brings many challenges. There are fewer customers to see and sell to, while simultaneously greater pressure to deliver revenues and manage costs. Meanwhile staff roles are in need of change.

Processes need to be streamlined to be more customer-centric, and branch formats need to reflect this change in focus and direction – all at a time when digital is growing rapidly.

Measurement of performance needs re-thinking. Experience delivery was never more important and insights are the golden thread that, used appropriately, can give significant business advantage.

This programme will open your mind to the opportunities and expose you to the major drivers of change as well as the solutions.