2020 Foresight Report: Branch Network Development in a Multi-Channel World

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2020 Foresight Report: Branch Network Development in a Multi-Channel World

As the costs of branch banking increased in the 80s and 90s, banks attempted to reduce costs by reliance on centers, mobile and online channels to lower costs and improve service. The digitization of banks has made transactions more convenient, but the need for human interaction will prompt branch banking’s evolution.

Retail branches remain the core banking channel, though the advancement of technology and associated changes in consumer behavior has led to the growth of alternative channels for transactions. Over the last two decades, new delivery channels such as ATMs, call centers, online banking and mobile banking have become formidable substitutes for bricks-and-mortar banking. Banking customers are using a mix of delivery channels to fulfill their banking needs. Increasing internet and mobile penetration has led to the growth of online and mobile banking channels, leading to the reduction of local branches.

Despite the decline of bank branches in some key developed countries, some growth is expected from new market entrants who are aggressively increasing their networks. A number of branches appeared in emerging economies to provide basic banking facilities to rural populations. In March 2013, the Finance Minister of India inaugurated 300 new branches in a single day in rural India.

Some growth is expected from retailers such as Wal-Mart who have acquired banking licenses in several nations. Given the choice, customers will usually pass automated devices and queue for a human teller. Human customer service offers a convenient mode of transaction while also being capable of more complex tasks. Customers and banks typically acknowledge that some of the basic transactions, including credit application and financial advice, still require a branch visit.

Key Highlights:

-Branches still have the largest share in sales of products and services
-Developing countries still hold potential for bank branch network expansion
-Banks are investing in customer analytics and CRM technologies to improve customer/bank relationships
-Banks are revamping branches to increase traffic and cross-sell products and services
-Assisted self-service branches to emerge as the most popular branch banking model in the future
-Branches in developed markets are becoming increasingly digitized

2020 Foresight Report: Branch Network Development in a Multi-Channel World - Table of Contents

1 Executive Summary
2 Global Snapshot on Branch Banking in Multichannel World
2.1 Banking Channel Evolution by Products and services
2.1.1 Banking channel evolution by products and services in the developing world
2.1.2 Banking channel evolution by products and services in the developed world
2.2 Banking Channel Evolution by Customer Segment
2.2.1 Banking channel evolution by customer segment in the developing world
2.2.2 Banking channel evolution by customer segment in the developed world
2.3 Changing Regulation and its Impact on Branch Banking
2.3.1 Impact of changing regulation on the developing world
2.3.2 Impact of changing regulation on the developed world
3 Next Generation Banking Models
3.1 Assisted Self Service Branch
3.2 In-Store Location Branch
3.3 Full Service Branch
3.4 Flagship Stores
4 Changing Consumer Preference and its Impact on branch banking
4.1 Emerging Trends and Opportunities
4.1.1 Emerging trends and opportunities in the developing world
4.1.2 Emerging trends and opportunities in the developed world
4.2 Best Practices Case Studies in the Developing World
4.2.1 Best practices case studies in the developing world
4.2.2 Best practice case studies in the developed world
5 Technological Innovation and its Impact on branch banking
5.1 Emerging Trends and Opportunities
5.1.1 Emerging trends and opportunities in the developing world
5.1.2 Emerging trends and opportunities in the developed world
5.2 Best Practices Case Studies
5.2.1 Best practices case studies in the developing world
5.2.2 Best practice case studies in the developed world
6 Appendix
6.1 Methodology
6.2 Contact Us
6.3 About Timetric
6.4 Economic Research Services
6.5 Disclaimer
List of Tables
Table 1: Population Per Branch
Table 2: Current and Future Status of Technology in Branch Banking in the Developing World
Table 3: Current and Future Status of Technology in Branch Banking in the Developing World
Table 4: Branch Network Development Challenges
Table 5: Current and Future Status of Technology in Branch Banking in the Developing World
Table 6: Current and Future Status of Technology in Branch Banking in the Developed World
List of Figures
Figure 1: Channel Evolution in Multichannel Banking
Figure 2: Channel Evolution by Products and Services in Multichannel Banking in the Developing World
Figure 3: Channel Evolution by Products and Services in Multichannel Banking in the Developed World
Figure 4: Channel Evolution by Customer Segment in Multichannel Banking
Figure 5: Channel Evolution by Customer Segment in Multichannel Banking
Figure 6: Snapshot of Changing Consumer Preferences
Figure 7: Next Generation Branch Banking Models
Figure 8: Assisted Self Service Branch
Figure 9: US Bank In-Store Branch
Figure 10: Snapshot Of HSBC Full Service Branch
Figure 11: The Façade of a Yes Bank Branch
Figure 12: The Interior of a Yes Bank Branch
Figure 13: Yes Touch Provides Modern Self Service
Figure 14: The Yes Bank’s Knowledge Café
Figure 15: The Yes Lounge
Figure 16: DBS Flagship Store in Singapore
Figure 17: Branch Banking Trends by Customer Segment in Developing Markets
Figure 18: Proportion of Consumers With a Bank Account by Region
Figure 19: Branch Banking Trends by Customer Segment in Developed Markets
Figure 20: Branch Preference for Service Transactions 2006–2012
Figure 21: Mauritius Commercial Bank (MCB) Branch Redesigning Strategy
Figure 22: Mauritius Commercial Bank Branch Interiors
Figure 23: Bulbank Branch Redesigning Strategy
Figure 24: Bulbank Women Friendly Branch Interiors
Figure 25: Santander Mexico Branch Redesigning Strategy
Figure 26: Santander Mexico Select Branches
Figure 27: Rabobank Branch Redesigning Strategy
Figure 28: Interiors of Rabo Bank branch in Den Haag
Figure 29: ING Bank Branch Redesigning Strategy
Figure 30: ING Bank branch Interiors in Turkey
Figure 31: ASB Virtual Branch Strategy
Figure 32: Snapshot Of ASB Virtual Branch on Facebook
Figure 33: ABSAStrategy to Reach Out Unbanked Customers
Figure 34: ABSA Branch-on-the-Move
Figure 35: BBVA’s Redesigning Strategy
Figure 36: BBVA’s Albi ATM
Figure 37: Wells Fargo Bank’s Branch Redesigning Strategy
Figure 38: Wells Fargo Bank Mini-Branch Interiors
Figure 39: ABN AMRO High Tech Bankshop – Unmanned Bank Office
Figure 40: ABN AMRO High Tech Bankshop Facility

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2020 Foresight Report: Branch Network Development in a Multi-Channel World

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