The Banker: Inside the branches
Published: 02 July, 2004
Page 140
The bank branch is undergoing another transformation as the emphasis shifts further towards self-service offerings, using ATMs, smart ATMs and online kiosks. Rekha Menon looks at progress.
The role of the bank branch has undergone a number of transformations in recent times. Although it represents the bank and its value proposition in the customer’s mind, being the oldest delivery channel, several industry pundits had predicted the demise of the branch during the internet heyday, suggesting that new-age delivery channels such as online banking would replace it. When the internet bubble burst, such predictions came to nought and the branch has once again been identified as a critical delivery channel. But this time its role is being perceived differently.
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