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As the talent crisis continues to bite, the airline industry is scrambling to find new ways to streamline the pilot training process and make acquiring the necessary qualifications more affordable for a wider range of people. In this special case study, we delve deep into the airline pilot talent crisis and discover how American Airlines Credit Union and American Airlines Cadet Academy are expanding financing options for trainee aviators.

The change in the relationship between banks and their customers that has been occurring for well over the last decade has dramatically accelerated in the recent few years, driven partly as a result of the pandemic-induced changes in consumer demands, but also as a result of new financial apps and the faster connectivity speeds that power them, resulting in changes as to what banks see as their top technology priorities. Further, led by the retail industry, consumers have become accustomed to low-friction, fast and relevant service, predominantly through online, and increasingly, mobile channels. For the banking industry, this trend has led to increased investments in technology and a precipitous decline in brick-and-mortar locations.

AI-enabled voice analytics provides granular insights into customer interactions previously not possible making it a powerful tool for financial institutions. By: Douglas R. Tavolacci, CCXP | Don Spaulding, Verizon Business Group

The Verizon Story

Although face-to-face interactions will still be an important aspect of retail banking, banks also recognize that they must significantly change their branches to match the expectations of a new generation of customers. This report explores what expectations banking customers now have for their banks and bank branches. It also reveals what changes consumers want banks to make, both digitally and at the branch level, to meet their banking needs.

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.

In this Future Branches Innovation Briefing, we discuss the initiatives that banks and credits unions are taking to address the new needs of their customers, and reconnect with the communities they serve.

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As the US branch network grows ever smaller, it can feel we are on an inexorable march towards a future where the brick-and-mortar bank branch is but a memory.

In our latest Future Branches Innovation Briefing, we discuss the transformation that banks and credits unions are going through, how they are optimizing customer experience, and the ways they are operating more efficient branches.

We recently reached out to our Future Branches Community and asked them how they are approaching reopening their lobbies and what measures they are putting in place to keep customers safe. In this report, we're sharing all the insightful feedback we received from so many of you.

In 2020, banks are identifying new ways to expand the value and accessibility of their branches to drive business opportunities. As part of a two-prong effort, banks are expanding the capabilities and capacities of existing branches, and capturing more customers to drive revenue. But while experts outline clear, practical solutions for banks as they transition their branch networks into a new decade, there is more to discover about the strategic decisions among bank executives at a broad scale. Based on the results of our 2020 survey, this report highlights the three ways branches boost customer acquisition, satisfaction, and revenue in their growth efforts.

As banks focus on perfecting their in-branch strategies, new technology adoption and expanding the capabilities of in-branch personnel have become competitive necessities. Now, banks are developing new techniques for in-branch staffing and technology adoption to deliver on efficiency, financial, and customer experience requirements. But what do those techniques involve, and how can they create the most desirable environments ahead of their direct competitors? In this report, we investigate how developing customer-facing technologies such as tablets, video conferencing, and digital signage are transforming the physical bank for customers and their expectations. We look at new investments in personnel training and how personnel interact with technologies to streamline transactions with customers. Finally, we’ll uncover how this new age of banking can improve personalization while driving the bottom line.

Claim your copy of Future Branches' new Consumer Study! Featuring the responses of banking customers on what they prioritize in a physical and digital banking relationship, you'll learn which trends to prioritize and what makes your bank branch experience a cut above the rest.