Tag: Member Experience

Branch Strategy

The Continuing Evolution of the “Branch”

What is a branch, really?

While I hold firm to the idea that what we consider the “traditional” brick-and-mortar location is not going away anytime soon, it is an almost certainty that the concept of what a branch “is” will continue change dramatically over the next 2…5…10…years…both from the standpoint of a place where customers physically go to perform banking transactions as well as the continuing evolution of virtual banking.

This article from American Banker / Credit Union Journal focuses primarily on video banking via mobile, but that’s really just one approach across a broad spectrum of branch strategy, evolution, and transformation:

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Digital Banking

Industry Article: The Benefits Of A Mobile-First Website

This is a great case study from Callahan & Associates (creditunions.com) around Citadel FCU’s (https://www.citadelbanking.com/) efforts to improve their members’ digital experience. By way of some context, Citadel is a $2.8B asset CU based in Exton, PA.

I like the overall approach here – not just looking at this effort as a cosmetic website redesign, but taking a holistic look at the member experience as it relates to online and mobile:

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