“Banks must focus on developing unique face-to-face services in their physical branches to support their mobile and banking channels and build stronger customer relationships, according to a new IDC Financial Insights study.
While bank branches were previously at the centre of a bank’s relationship with its customers, the Branch Transformation in a Digital World report showed that fewer people are visiting physical branches so banks need to ensure that they extract maximum revenue from every visit. To do this, they need to move away from simply facilitating passive transaction processing activities and instead focus on become high-value sales and advisory channels, and build strong customer relationships.”
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