Future-Proofing the Branch Experience: Key Takeaways from Future Branches Boston

Future Branches Trending Topics at a Glance:

• 71% of consumers report seeking out solutions at the branch
• Banks drive value from their branch network by evolving branches to a new purpose
• Evolving the branch network requires aligning branches with opportunity and identifying market potential

Growth was a major theme at this year’s Future Branches Boston conference as banks and credit unions continue exploring their opportunities for strength and scale. “M&A was a hot topic that was top of mind for attendees,” says Linda Bennett, Managing Director of Business Development & Partnerships at Adrenaline. “People want to understand how make mergers successful, branch into new markets and know when it’s the right time to make a move.” Branch networks are key to that growth whether through M&A or organic expansion, especially now, with data finding 71% of consumers report seeking out solutions at the branch.

Evolving branches to a new purpose for consumers is how banks are driving value from their branch network. In the last 18 months alone, consumers used branches more than any other channel to get advice, solve problems and acquire new products. Though the data shows the rich opportunity for banks that advance their branches, they’re still struggling to create a roadmap for change. “One of the biggest takeaways from Future Branches this year is that branching plans are very active, but in flux, according to Gina Bleedorn, President & CEO of Adrenaline. “Bank leaders need good data, new designs, and knowledgeable delivery partners.”

Conference goers were inspired seeing how banks realized success after evolving their branches and expanding their networks. Attendees found the presentation from Chase spotlighting their branch-first strategy to be especially enlightening. “Most of the attendees I spoke with say they’re interested in seeing new trends in branch design and delivery as they continue their ‘slow but steady’ approach to branch expansion,” according to Bryan Pettit, Adrenaline’s Senior Director of Digital Account Management. “Projects at the top of mind are renovations and moving into a few expansion areas,” says Ben Hopper, Adrenaline’s Managing Director of Retail Strategy. “Most want to get a ‘feel’ for the current state of the industry and hear how others are working through similar issues.”

In her keynote presentation “Retail Rising: Future-Proofing the Branch Experience by Design,” Gina addressed not only how to evolve delivery, but how to make decisions around investment. Specifically, she addressed aligning branches with opportunity and identifying market potential. “People come to conferences like Future Branches to learn how to make real network change,” she says. “They want to know what they should be thinking about and how to get started on their own plans.” Ben noted that the conference didn’t have much AI influence. He says, “People were fully focused on the in-person experience, staffing, design, and network planning aspects of retail – an emphasis on people and places that make banks successful.”

To learn more about branch optimization and network transformation for your bank or credit union, or to speak with one of Adrenaline’s experts, contact us today.

Adrenaline is an end-to-end brand experience company serving the financial industry. We move brands and businesses ahead by delivering on every aspect of their experience across digital and physical channels, from strategy through implementation. Our multi-disciplinary team works with leadership to advise on purpose, position, culture, and retail growth strategies. We create brands people love and engage audiences from employees to customers with story-led design and insights-driven marketing; and we design and build transformative brand experiences across branch networks, leading the construction and implementation of physical spaces that drive business advantage and make the brand experience real.