In the digital world, branch employees will no longer be transaction specialists. They will be professionals focused on helping customers manage wealth and long-term goals. As the human face of a bank’s brand, the branch workforce of the future will provide the high-touch services that high-value customers demand. And they will offer new customer experiences that bring together the best attributes of in-person and online banking. To achieve this transition, banks need to fundamentally re-imagine their branch talent strategies. Above all, they need to equip branch workers with skills to make every customer interaction a differentiated and profitable banking experience.

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Strategy | Consulting | Digital | Technology | Operations
Branching out:
The Case for Human Touch in
Banking

2. 2Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Our research shows
that each month
customers interact with
their bank through
digital channels an
average of 11 times.
Through branch visits?
Less than two times.
SO IS THIS THE END
OF THE BRANCH WORKFORCE?

3. 3Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
NOT QUITE.
Because customers still look to banks for strategic services such as
wealth management, home ownership and retirement.

4. 4Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Banks will need to meet
those needs and create
meaningful customer
experiences
in 3 ways…

5. 5Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
HOW BANKS CAN CREATE
MEANINGFUL CUSTOMER
EXPERIENCES
1:
Shift the currency of branch talent,
and equip employees to
communicate the intricacies of
complex financial products and
identify solutions that match
customers’ needs.

6. 6Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
2:
Create a hyper-personalized branch
experience, blending digital tools and
real-time customer information to
shape seamless interactions.
HOW BANKS CAN CREATE
MEANINGFUL CUSTOMER
EXPERIENCES

7. 7Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
3:
Treat branch talent like the strategic
asset it is and support new roles with
new indicators of success,
incentives, rewards and talent
strategies.
HOW BANKS CAN CREATE
MEANINGFUL CUSTOMER
EXPERIENCES

8. 8Copyright © 2015 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
LEARN MOREabout how bank branches can deliver
high-value services in the digital era
with our full report:
Branching out:
The case for the human touch in banking