Branch Transformation: Strategies for Moving from Transaction Centers to Customer Engagement Centers

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Thursday, December 15, 2016

12:00 pm – 1:30 pm PT
1:00 pm – 2:30 pm MT
2:00 pm – 3:30 pm CT
3:00 pm – 4:30 pm ET

Significant discussions are ongoing about the future of the physical branch. Some recommend converting branches into automated self-service transaction centers. Others suggest lobby makeovers akin to upscale hotels or coffee bars. But none of these options address the fundamental question: what compelling reason does a customer or prospect have to come into the branch in the first place?

The advance of the virtual branch – and the ability of customers to transact at a time and place of their choosing – have severely reduced branch traffic. With negative PR dissuading banks from closing low performing branches, it is time to consider a new paradigm and reexamine the root issue. The key is engagement: creating reasons for customers and prospects to interact with the institution, both online and in person. Join this content-rich session to learn specific strategies for an engagement-driven branch service model that will integrate into and augment your virtual branch services.

Continuing Education: Attendance verification for CE credits upon request


  • The elements driving branch transformation
  • How can the branch attract millennials?
  • How innovation plays a role in creating engagement
  • Specific strategies for engagement:
    • Consultative selling
    • Education
    • Problem solving

    • Employee training log
    • Quiz you can administer to measure staff learning and a separate answer key


This informative session is designed for C-suite management, branch management, marketing, and those who train frontline staff.

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