Customer Interaction

Order Form

    This individual Report The Evolving Branch Banking Strategy is available for purchase. This Report is available to members of Mercator Advisory Group’s Customer Interaction Advisory Service. Please be advised that this Report is normally part of a research and advisory service that provides ongoing support throughout the year. As such, this Report contains significant depth of content that is selected for its strategic importance to our members. (For a description of these services, see our Advisory Services section).

    While the Report represents significant analyst time invested, there is no means of our ascertaining if it will fully meet your specific intended purposes. Typically, these Reports form the basis for future discussions with our clients where we are able to fine-tune additional information that we have gathered in the construction of the series of Reports (or locate new information rapidly due to our exclusive focus on gathering information in the payments industry) for specific member needs.

    Unfortunately, in fairness to our paying members, we are not able to offer this level of support for a single Report purchase. We will, however, credit any Research Document purchase against the future purchase price of the service should you become a member within 30 days of purchasing the document.

    The price for individual Report purchases is $2950 per document. 


    Use the form below to request this individual Report purchase or

    Click here for a fax-back order form




The Evolving Branch Banking Strategy


Mercator Research Shows That Branches Remain Important

Research from Mercator Advisory Group examines the continued evolution of bank branches and the movement toward branch reconfiguration

In a research report, The Evolving Branch Banking Strategy, Mercator Advisory Group reviews the importance of face-to-face communication when discussing complicated financial products and service such as loans, time deposits, and investments.

“Even while many banks, credit unions, and other financial institutions are right-sizing or otherwise reconfiguring their branches, most realize that in-person service is still important to their customers and members,” comments Ed O’Brien, Director of Mercator Advisory Group’s Banking Channels Advisory Service and author of the report.

This report is 20 pages long and has 14 exhibits. 

Companies mentioned in this report include: Diebold, Glory Global Solutions, Nautilus Hyosung, NCR, and Wincor Nixdorf.

Members of Mercator Advisory Group Banking Channels Advisory Service have access to this report as well as the upcoming research for the year ahead, presentations, analyst access and other membership benefits.

Highlights of this report include:

  • Banks and credit unions’ efforts to create branches that meet (and exceed) customer/member needs while containing costs by balancing the desire for in-person expertise with 24x7 access as well as access to digital solutions

  • Emergence of new branch strategy as many financial institutions are reducing the number of branches they operate or reconfiguring their branch layouts 

  • New variations in branch layouts, including open concepts with dedicated zones for basic transactions, self- and assisted-service interaction, private areas for advice-based services, and teller automation and cash recycling equipment to enhance the overall customer experience 

  • Changes in the fundamental role of tellers and other branch through expanded sales and service training aimed at promoting cross- and up-sell efforts and increasing overall customer satisfaction