Branch Transformation
How do branches score on customer experience?
Consultant Mack Turner shares how bank branches are doing with customer experience strategies.
March 14, 2025
Despite decreases in bank branch numbers, they have hit a bit of a plateau recently, hovering just shy of 70,000 total in the U.S. In the past several years, there has been a major push to modernize bank branches and turn them into more experiential centers that deliver financial advice rather than simply push transactions.
But how are bank branches doing on that front? How do they score on overall customer experience? This was a topic Bradley Cooper, editor of ATM Marketplace, explored during today's episode of the Bank Customer Experience podcast with Mack Turner, banking expert and consultant at Mack Turner Marketing Consulting and Insights LLC.
During the discussion, Turner covered a number of topics such as:
- Will bank branches see an increase in the near future?
- What are some of the CX issues from 2024 that are carrying over into 2025?
- What's the biggest branch trend?
- How can branches maintain service levels with older customers who are used to traditional banking?
- How can banks empower employees?
Listen to the full podcast episode above.
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