Reimagining Branch Appointments for Digital-First Customers

Banks and credit unions often find themselves facing a tricky disconnect between digital channels and physical branches. Creating a bridge between the two is essential, with customers relying more on digital and banks anxious about missing out on valuable facetime with customers. Appointment scheduling within digital channels is a natural connection point, but branch appointment options often fail to add value for customers who are content to perform banking activities digitally. 

To increase the odds of connecting with customers in person when it matters most, innovative banks are rethinking how they position their branches within digital banking. One trend is to position branches as a place for financial planning and guide customers toward financial health. This report highlights how some banks are successfully positioning branch appointments as a value-added service that can nurture deeper customer relationships.