The Integrated Self-Service Branch: An NCR White Paper

‘The branch is dead’. This bold prediction of recent years, largely based on the rapid increase in alternative online and mobile banking channels, has not been realized. Certainly the traditional bank branch, with a row of tellers and restricted opening hours, may have seen its day. The role of the branch as a tangible embodiment of the bank, its brand, it’s values and as a sales outlet is as important today as it ever was. Even the pioneers of ‘clicks’ banking are now re-evaluating the role of ‘bricks’. ‘Long live the branch’.

Over recent years there has been much hype and speculation in the specialist media about the new styles of bank branch, the ‘skinny’ branch, ‘lite’ branch, the ‘boutique’ branch, the branch as store, supermarket branches, ‘café’ branches, semi-automated and fully automated branches. All, and more, have been launched with great fanfare and with mixed success.

New branches and indeed new banks are opening every day. Some are no more than the old branch and the old way of banking with a new face. Others seek to redefine the customer experience; reduce the staff and infrastructure costs and increase the revenue generation opportunities. This white paper seeks to define the core modules appropriate to a successful contemporary banking outlet.