branch of the future

Brand and building trust

Engaging with customers and communities

Enhanced customer experiences

Lifestyle banking

From bank branches to stores

Bank branches have become key environments for trust-based relationships. In this context, employees’ experience and skills are much more relevant than in the past.

Standard operations are now managed through digital channels, while higher-value operations remain part of bank branches services.

This has severely transformed client services models. In the past these were oriented to manage transactions, nowadays models are focused on relationship development and on providing more valuable services including personalized consultancy. Bank branches need to contemplate this aspect as their ultimate goal.

New environments designed
to provide a pleasant experience

The challenge


This new relationship model involves empowering clients and bank branches staff, providing agile and effective tools blending physical and digital interactions in a new experiential environment. The key "moments of truth“ of clients will be mainly experienced in a bank branch environment. Therefore financial institutions need to be ready to offer the-best-in-class products, services and quality standards.

NTT DATA combines business and technological capabilities to meet needs of branch networks. This allows designing a comprehensive roadmap with services and solutions that range from strategy and conceptualization to deployment and maintenance.