Branch Banking: Renewal a Priority: The Web and call centers are vital, but the branch is the...

Successful retail banks are working hard to establish a unique footprint in an increasingly crowded landscape. In the next three to five years, this difficulty will increase as customers and shareholders become more demanding. For many banks, managing a mature, often disaggregated delivery infrastructure-with the mandate to increase revenue by retaining existing customers while reaching deeper into their wallets-is challenging.

Central to their efforts are branch-transformation projects with process automation and channel integration as key components. While some insti