Financial Services

The hybrid bank branch of the future: Changing consumer preferences

The post-Covid era has seen an upsurge in the use of digital and mobile banking. In the ever-evolving landscape of banking, the traditional bank branch is undergoing a transformation. Traditional bank branches with tellers and long lines of people waiting patiently are seeing a decline. With the rise of fintech options, payment service providers, tech giants and other non-traditional players, consumers have discovered that they can accomplish all their financial tasks in real time, remotely and digitally. Today, the bank branch of the future is emerging, and it's all about offering consumers a hybrid experience that marries the best of traditional banking with the convenience of digital solutions.

The diverse customer base in the banking industry

From tech-savvy millennials who can't remember a world without smartphones to retirees who still balance their chequebooks with pen and paper, the customer base in the banking industry is diverse.

Tech-savvy customers

In an increasingly digital world, tech-savvy customers expect the convenience of conducting financial transactions on their smartphones or computers. For them, the hybrid model delivers a digital-first approach with the option to engage in in-person consultations when necessary.

Traditional banking patrons

Customers who favour the traditional banking approach cherish the comfort of physical branches. They find solace in face-to-face interactions and the security of dealing with familiar bank staff. The hybrid model offers them the continuity of these trusted services while providing the flexibility to explore digital channels at their own pace.

Business owners and entrepreneurs

This segment often requires a blend of efficiency and personal guidance for their complex financial needs. The hybrid approach combines the accessibility of digital banking for routine transactions with the benefit of in-person support at a brick-and-mortar bank or credit union when making pivotal financial decisions.

Frequent travellers and expatriates

Customers on the move require banking services that transcend borders. The hybrid model ensures that their accounts remain accessible from anywhere in the world while still allowing for visits to local branches when needed.

Small business owners

Managing the finances of a small business necessitates the versatility offered by a hybrid banking approach. It provides the means to conduct routine transactions digitally, coupled with the availability of a local branch for in-depth financial consultations.

Satisfying the unique requirements of various customer segments within the hybrid model can be a delicate balancing act, and it comes with some challenges. Balancing these challenges is essential to create a harmonious banking environment that caters to the diverse needs of all customer segments within the hybrid model. Digital finance services can strategically assist financial institutions to support the diverse needs of the customers through the following methods.

Customised solutions

By offering highly adaptable and modular solutions, and empowering banks to tailor their services to meet the distinct requirements of varied customer groups. This may entail the customisation of user interfaces and service features to match the preferences of tech-savvy users, as well as the provision of more traditional and hands-on support for those who favour it.

Data Analytics

Leveraging advanced data analytics facilitates banks in obtaining valuable insights into customer behaviour. This data-driven approach enables banks to proactively respond to the unique needs of different customer segments, enhancing the overall customer experience.

Omnichannel support

By offering comprehensive omnichannel support encompassing mobile applications, web-based portals, and AI-driven chatbots banks can be enabled to deliver a seamless and consistent customer experience. This is especially critical for tech-savvy customers who demand digital convenience and universal accessibility.


Personalisation remains a key component for customer satisfaction across all segments. Banks and financial institutions can implement AI-driven personalisation strategies, ensuring that each customer feels that their unique preferences and requirements are being meticulously considered and catered to.

Training and education

To address the preferences of traditional customers, banks need to invest in comprehensive education and training initiatives. These programs should be designed to assist customers in transitioning to digital services at their own pace while maintaining a physical branch option for their convenience.

Bank branches were primarily known to serve customers with a transactional focus. Today’s modern consumers want banks to go beyond money transactions and bill payments - they want their banks to care about them as a person. Overall customer experience can be enhanced by merging digital and real-life experiences. Embracing digital banking with a human touch will result in driving deeper loyalty and more profitable customers.

*For organizations on the digital journey, agility is key in responding to a rapidly changing technology and business landscape. Now more than ever, it is crucial to deliver and exceed on organizational expectations with a robust digital mindset backed by innovation. Enabling businesses to sense, learn, respond, and evolve like a living organism, will be imperative for business excellence going forward. A comprehensive, yet modular suite of services is doing exactly that. Equipping organizations with intuitive decision-making automatically at scale, actionable insights based on real-time solutions, anytime/anywhere experience, and in-depth data visibility across functions leading to hyper-productivity, Live Enterprise is building connected organizations that are innovating collaboratively for the future.

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