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Bank 2.0 by Brett King

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Coffee shop, automated andself-service branches

We know from Michael’s introduction that these types of branches have not always been an unmitigated success, but increasingly in the right locations, such automated branches are now flourishing. The trick here is that these should be mostly new branch locations, or should be seen as new value added branches, rather than replacements of “‘personed” branches. If a human-staffed branch is closed only to be replaced by an “automated” branch, the perception will be a decrease in service. However, if a new, hi-tech, automated branch or a coffee shop-style branch opens in a new location, the bank is seen as innovative.

The likes of Rabobank, ING Direct and others have been increasingly successful with ...

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