Branch management

A freewheeling discussion (over beers) about the future of branches with Tom Brown of Second Curve Capital and Dave Martin of BankMechanics at the Trump National Doral hotel in Miami during American Banker’s Retail Banking 2017 conference.

The shift toward all-digital banking means customers, when they do seek in-person service, bring increasingly complex issues for staff to resolve. Banks must train branch personnel accordingly.

The executive tasked with rebuilding trust in the retail bank discusses how employees reacted to its new incentive pay plan, why Wells stopped calling its branches "stores," how it now prevents salespeople from impersonating customers, and more.

While much of artificial intelligence technology is about automating tasks, it also holds the possibility of enhancing bankers' ability to serve customers.

More and more banks are using advanced geographic information systems to help make decisions around branch consolidation, lending in low-income communities, monitoring fraud and even deploying talent.