Branch banking

Capital One has been rolling out coffee shops where it can offer banking services — but are not considered branches. The cafes have been especially effective at gathering deposits, putting more pressure on community banks that have already been losing deposits to their larger rivals.

As customers become more tech-savvy, the bank said it no longer needs to prod them to use its digital products by offering discounts. Account holders can avoid fees by enrolling in direct deposit.

First it was coffee and car service, and now it could be cashier’s checks and debit cards. Matt Krogstad left his bank job to build tech that lets bank customers order products at the press of a button and pick them up at a branch or get delivery.

Banks are working hard to reshape their businesses to meet new demands, but leaders must be careful not to alienate their best workers in the process.

After visiting with dozens of banks, tech firms and retailers, the CEO of the Delaware bank concluded that he needed to create a customer experience department but could leave blockchain development to his larger rivals. He also gained valuable insights about succession planning during his time away and discovered new ways to connect with employees.