The relevance of retail banking is under siege. Banks are responding with new formats, smaller footprints, and a nimbler approach to change. While banks have focused intensely on driving cost down through automated digital technologies, this has put retail banks at risk of losing their human connection with customers and losing marketshare to non-traditional banks.
Think: The Future of Retail Banking is the latest book by Jean-Pierre Lacroix, and shares insights and strategies that banks need to consider in order to future-proof their branch network. Based on traditional research methods, as well as neuroscience and virtual reality, the book identifies emerging customer needs and disruptors that banks should be aware of, and presents a hypothesis on what the bank of the future could look like.