Designing Branches to Meet Changing Customer Expectations

Filmed live at BankSpaces, Helen Herrick (MBH Architects) moderates a conversation with Matt Bosserman (Capital One), Gina Hermida (RBC), and Vikas Srivastrava (Fifth Third Bank), exploring how evolving customer expectations are impacting branch design. While the fundamental needs of banking clients have remained largely unchanged, their desire for frictionless experiences has significantly increased. Panelists discuss the importance of integrating technology that enhances the customer journey without being intrusive or overwhelming, while also highlighting the need for cross-functional collaboration to deliver a truly seamless experience.
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