The future of face-to-face: How to make the transformation a reality 02 May 2012

Cette étude est disponible uniquement en anglais. McKinsey and Efma are pleased to present this new report, which shows that a faster-than-expected adoption of new consumer technologies in the past year is reshaping the landscape for European retail banking. The established model of branch-based customer relationships is disappearing fast, and being replaced by multichannel solutions based on technology. At the same time, a tough economic environment and rising regulatory pressures have led to an increased focus on costs. Together these changes comprise a significant challenge to the strategic management of retail banking services. However, for those prepared to respond effectively, they also present extraordinary opportunities. Our joint study – comprising an online survey of 100 European retail banks – shows a very fast evolution of the retail banking lifecycle across Europe, often reflecting local economic conditions. The experience of banks most exposed to the dynamics of change provides crucial insights for retail banks throughout the region. Our survey finds that banks across Europe are using branch transformation to improve cost-income ratios by 10 to 15 percent over the next three to five years. In this report, we are addressing our key findings with respect to the radical shift in branch roles, how European banks are responding, and what you need to get right to run a successful branch transformation. Separate sections of the report focus on the findings in key European regions.
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