# What does the future hold for the traditional bank branch? Author: Pal Sinha, Barnali Author URL: https://financedigest.com/author/pal-sinha-barnali Published: 2017-10-31 Category: BANKING Category URL: https://financedigest.com/category/banking Meta Title: Why Bank Branches are Still Relevant in the Digital Age Meta Description: Explore how big banks like Gemalto UK are adapting to the rise of fintech and digital banking, including innovations like self-service kiosks and personalised URL: https://financedigest.com/what-does-the-future-hold-for-the-traditional-bank-branchhtml ![undefined](https://prod.superblogcdn.com/site_cuid_cm5qst7v3003gwirgwqtxn8i8/images/fd311017-2-1736843324901-compressed.jpg) **Howard Berg,** Managing Director, Gemalto UK ![Howard Berg](https://prod.superblogcdn.com/site_cuid_cm5qst7v3003gwirgwqtxn8i8/images/fd311017-1-2-200x300-1736843324886-compressed.jpg) Howard Berg Big names in banking are permanently [closing the doors on thousands of branches](http://www.independent.co.uk/news/business/news/barclays-branch-closures-54-end-2017-year-cut-costs-uk-customers-high-streets-a7893656.html) across the world, leading to some commentators expressing doubts over the place of the bank branch in the digital world. Consumers are increasingly used to managing their finances via the internet or smartphone applications. But the reality is there is still a place for bank branches, so long as they continue to innovate and evolve in the wake of ever more fintech start-ups. Firstly, there are some banking functions that still need to be done in person, which banks can champion.Take the customer enrolment stage, for example, which can be a confusing and lengthy process. There are some aspects of the [customer journey](https://www.financedigest.com/how-to-navigate-a-seamless-journey-from-cio-to-chief-customer-officer.html "How to navigate a seamless journey from CIO to Chief Customer Officer") which simply cannot take place on a mobile platform, such as the acquisition of certain biometric credentials.  New [innovations on the market allow customers](https://www.financedigest.com/customized-innovation-to-drive-the-human-microbiome-market.html "Customized innovation to drive the Human Microbiome Market") to use advanced services in-store, including the use of self-service terminals to print payment cards securely and on the spot. This offers customers instantaneous and convenient any-time card renewal – no 7-10 working day waiting period for a new card and PIN.  So how can banks ensure they stay relevant? **Embrace the** [digital transformation](https://www.financedigest.com/critical-learnings-in-digital-transformation.html "Critical learnings in digital transformation ") Banks must embrace the [digital transformation to stay ahead](https://www.financedigest.com/the-future-of-fintech-forging-ahead-with-digital-transformation.html "The future of fintech: Forging ahead with digital transformation") of the game in 2017. With [regulatory challenges](https://www.financedigest.com/big-bank-ceos-to-sell-lawmakers-on-relief-diversity-efforts-amid-economic-regulatory-challenges.html "Big bank CEOs to sell lawmakers on relief, diversity efforts amid economic, regulatory challenges") like PSD2 on the horizon in the UK and the KYC issues it’s likely to raise, banks need to invest in building easy to use, seamless portals which simplify the enrolment process. They need to strike a balance between [meeting new regulatory requirements on customer](https://www.financedigest.com/meeting-customers-where-they-are-through-financial-inclusion-and-hyper-personalization.html "Meeting Customers “Where They Are” Through Financial Inclusion and Hyper-Personalization") data and constructing a convenient digital onboarding process. Once an effective enrolment [journey is in place](https://www.financedigest.com/queen-elizabeths-coffin-starts-journey-to-final-resting-place.html "Queen Elizabeth’s coffin starts journey to final resting place"), banks need to consider the best way in which to deliver an omnichannel strategy. That means first-class mobile apps, making intelligent use of customer data, and ensuring every step of the customer journey, from smartphone to the bank branch, is a connected one. For instance, Al Rajhi Bank, [Saudi Arabia’s](https://www.financedigest.com/saudi-arabias-king-crown-prince-send-condolences-on-queen-elizabeths-death.html "Saudi Arabia’s king, crown prince send condolences on Queen Elizabeth’s death") leading financial institution, has installed self-service kiosks, which allows customers to receive payment cards on the spot. It’s a much speedier and more convenient and much more modern card issuance strategy, enabling staff to [provide personalized support when the person is in the bank](https://www.financedigest.com/are-banks-destined-to-merely-become-infrastructure-providers-in-the-banking-industry-of-the-future.html "Are banks destined to merely become infrastructure providers in the banking industry of the future?") branch. **Personalisation is key** The bank branch is becoming less crucial to the customer journey, but it’s still possible to [engage with customers and foster healthy relationships in the age of digital banking](https://www.financedigest.com/how-fs-organisations-can-enter-the-new-age-in-digital-banking.html "How FS Organisations Can Enter The New Age in Digital Banking"). In fact, there are more opportunities for banks to encourage [brand loyalty](https://www.financedigest.com/bad-interactions-and-unethical-practices-impacting-brand-loyalty.html "Bad interactions and unethical practices impacting brand loyalty"). Personalisation should be the key theme. Customised bank cards and real-time [marketing offers](https://www.financedigest.com/digitization-to-offer-stewardship-to-the-robotic-surgery-market.html "Digitization to offer stewardship to the Robotic Surgery Market") based on individual user data are just some of the ways financial institutions can engage with their users. There are ways banks can modernise, such as offering PIN codes by e-Channels which allow customers a fast and interactive [way to activate and use their payment](https://www.financedigest.com/three-ways-blockchain-is-transforming-payments.html "Three ways blockchain is transforming payments") card as soon as they have it in hand. [IoT is infiltrating every sector](https://www.financedigest.com/how-can-the-financial-sector-safely-use-the-iot.html "How can the financial sector safely use the IoT?"), including banks, and branches need to embrace IoT to remain relevant. In a time where consumers demand convenience and an always-on personalised service, such as mobile banking apps and [contactless payments](https://www.financedigest.com/the-future-of-contactless-payments.html "The future of contactless payments"), IoT has the potential to create numerous opportunities for banks. A truly personalised experience can be [developed through data regarding customer behaviour and demands](https://www.financedigest.com/the-developments-in-the-fashion-industry-have-driven-the-demand-for-the-garment-design-and-printing-industry.html "The Developments In The Fashion Industry Have Driven The Demand For The Garment Design And Printing Industry"), creating a new level of customer intimacy. This can then be used in-branch to streamline customer experience by simplifying options available to them and always being prepared for potential issues. **Focus on security** The downfall of [banking shifting online and towards](https://www.financedigest.com/deutsche-banks-rollercoaster-ride-towards-more-stability.html "Deutsche Bank’s rollercoaster ride towards more stability") apps is security risks and threats, including data integrity attacks, phishing and card skimming. There’s also a trust issue – the more people bank online and on mobile, the more they risk becoming separated from their provider. Trust needs to be established through [constructing multi-layer protection as well as creating](https://www.financedigest.com/growth-of-construction-industry-is-creating-demand-for-screw-washer-market.html "Growth Of Construction Industry Is Creating Demand For Screw Washer Market") the perception of security. Layered banking security involves securing [data](https://www.financedigest.com/cyber-security-data-re-assurance.html "Cyber Security: Data ‘Re’-Assurance") in the cloud through techniques like encryption and cryptography, and equipping mobile apps with strong software security. CNP fraud needs to be tackled by encouraging a [move away](https://www.financedigest.com/exclusive-eu-to-move-away-from-emergency-phase-of-covid-pandemic-document.html "Exclusive-EU to move away from emergency phase of COVID pandemic – document") from static card information, looking at dynamic solutions. DCV, which involves a security code that changes continuously, makes it very difficult for a fraudster to acquire card details.The advantage of bank branches here, over fintechs, is their longevity within society which has established security and respect. What is needed from bank branches is a reinvention to link the virtual and physical worlds seamlessly, which will occur as they [transform and acquire new technologies](https://www.financedigest.com/how-distributed-ledger-technologies-are-transforming-esg-reporting-for-financial-intermediaries.html "How Distributed Ledger Technologies are transforming ESG reporting for Financial Intermediaries"). Banks should explore installing IoT-enabled equipment and [digital](https://www.financedigest.com/being-the-best-digital-bank-is-not-enough.html "Being the Best Digital Bank is Not Enough") banking portals in branches, which focus on customer experience – for example, enabling payment mean activation within just ten minutes from enrolment. With mounting competition from fintech start-ups, [banks need to rely on the strengths of their branches to provide them with the advantages required](https://www.financedigest.com/how-to-fulfil-the-digital-transformation-requirement-in-banking.html "How to fulfil the Digital Transformation Requirement in Banking") to keep them alive. It’s all about giving [customers control over how they bank](https://www.financedigest.com/how-close-can-banks-get-to-their-customers.html "How close can banks get to their customers?"). --- This blog is powered by Superblog. Visit https://superblog.ai to know more. ---