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Future Branches Boston 2025 brought together senior banking leaders, innovators, and technology partners to explore the evolving role of the bank branch and its place in the omnichannel banking environment. The sessions delivered strategic insights on branch design, AI-driven transformation, customer experience, employee engagement, and more. This “After-the-Event” report captures the most actionable takeaways from the most compelling sessions of the event. Readers will gain an informed view of emerging trends in data-driven decision-making, omnichannel engagement, and branch workforce optimization. This report serves as a comprehensive guide to the event, as well as a resource for keeping ahead of trends in the banking industry.

The results of a recent study of leaders at banks and credit unions reveal that they continue to struggle with technological disruption, evolving customer expectations, and intensifying competition from fintech innovators. Although most of the respondents have made significant advancements in areas like technology implementation and personalization, customers and members continue to experience friction during the account opening and loan origination processes. This report provides key benchmarking data, actionable insights, and critical suggestions for banks, credit unions, and their branch networks.

Fraud prevention has become a key focus for financial institutions as digital banking expands. However, even with increasing cybersecurity risks, banks and credit unions must also protect against telecommunications fraud through phone lines and other channels. This report explores how financial institutions are using fraud detection and prevention strategies to protect customers and the institution from loss. The report also reveals how institutions’ data strategies are shifting in the current security environment, with man focusing on integrating different types of data, including phone number information, into security measures for both online and in-branch banking.

The bank and credit union landscape is undergoing rapid transformation, driven by technical disruption, evolving customer expectations, and increasing competition from fintech innovators. This webinar will delve into key insights from a recent study of banking leaders, exploring the challenges and opportunities facing financial institutions as they strive to deliver seamless, customer-centric experiences.

Based on a Q3 2024 survey by Future Branches Insights, this industry benchmarking report offers valuable insights into the evolving branch strategies of banks and credit unions, highlighting key strategies and challenges within the sector. Among other trends. the report underscores the transformative potential of artificial intelligence in branch operations.

The study highlights a pivotal shift within the banking and credit union sectors towards accelerated digital transformation to keep pace with burgeoning fintech competition and evolving customer expectations. According to the study, 64.50% of respondents have increased their technology spending in 2024. This underscores the industry’s commitment to harnessing advanced technologies like AI and data analytics to enhance digital and in-person service integration.

Consumers are continuing to adopt mobile and remote banking services as convenient alternatives to visiting bank branches. However, many consumers still prefer the in-branch experience for certain types of transactions and interactions with their financial institutions. This report is based on a survey of consumer banking customers regarding their experiences with financial institutions’ remote and in-person banking programs. It includes insights into how to improve the customer experience and what capabilities consumers expect next from their banks.

In this special case study, we discuss in detail how the banking landscape has transformed due to the pandemic and how Citibank’s new flagship branch in New York City is meeting the needs of the post-crisis customer.