Expectations of retail banking are changing fast. Customers want the same kind of digital experience that they get from big tech, e-commerce, and social media. That means doing business on their own terms—when and where they want. Banking leaders understand that to satisfy today’s customers they need a new distribution model. So far, many have failed to step up, and some customers are going elsewhere.
By 2025, retail-banking distribution will look completely different. Banks will connect with customers through their own and third-party platforms. Humans and machines will work in partnership, and the lines between them will blur. To get there, banks must rethink delivery and commit to digital from front to back.
To build the distribution model of the future, banks need intelligent routing and agnostic delivery. They must move away from highly manual customer contact centers to care platforms that offer a streamlined user experience. They must continue—or begin—to optimize their branch networks. Finally, they need passion and a commitment to radical change. Not easy, but the payoff will be a fit-for- purpose business model and a profit boost of up to 25%.