General overview

This Masterclass seeks to guide managers who are responsible for transformation journeys as well as day-to-day management of physical distribution networks through the challenges of rapidly increasing digitization and shifting customer trends, especially in our current challenging environment. It will help attendees strategically rethink the role of physical distribution in a digital world as well as look at specific actionable improvements in day-to-day operations of the branch network and its optimal positioning on the distribution platform.
Among others, we will look into using a modern data-driven approach to guide the development and ongoing evolution of an optimal physical network footprint, review popular branch network formats, and analyze key layout considerations, look into effective customer service models and tools (incl. remote vs. on-site, high-touch vs. low-touch, human touch, assisted self-service and self-service) as well as gain insight into effective management of the network and the transformation journey.

What will you get out of this Masterclass?

  • Make the best use of data and tools available within the organization to guide network development and optimization decisions
  • Have a good understanding of modern branch formats, their pros, and cons, and the ability to apply the right formats in the context of their organizational specifics
  • Understand and be able to apply the right customer tracking solutions to develop a good understanding of customer experience at branches
  • Rethink the role of physical channels and adjust the customer service model to boost customer onboarding to digital platforms
  • Be able to adjust roles and responsibilities at branches to reflect shifting customer trends
  • Be able to effectively guide the transformation journey with minimum client disruption
  • Certificate of completion

Who is this Masterclass for?

  • Heads of Transformation; Distribution; Strategy; Innovation
  • Branch network Managers, Omnichannel Managers
  • Customer experience Managers

Video Invitation


Slawek Koziol
Slawek Koziol ADAPTOVATE
Project Lead – Europe


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Practical information


08 November - 10 November 2021 


3-hour long sessions on each of the 3 days 
  • starts at 10:00 CET / 13:00 Dubai time / 17:00 Singapore time 


Online platform 
  • MS Teams


For Efma member institutions - €900
For non-member institutions - €1,350
Any questions?
Rastislav Križan
Rastislav Križan Efma
EBA Manager