Branch Transformation Presentation

Transformational changes in banking service technologies and in demographics are wreaking havoc on current branch profitability and assessment models. While more transaction and servicing activity is being diverted from branch to electronic delivery, certain high value customer interactions continue to occur within most offices. In a recent presentation at the Michigan Bankers Association Bank Management Conference, Austin Associates Managing Director and Principal Jeff Morris discussed many of the rapidly evolving forces that are dramatically impacting banking preferences of many community bank customers. As new services and delivery models adapt to these changes, community bank management teams have to re-evaluate criteria applied to measuring branch profitability, servicing efficiency among other measures of branch performance.