Episode 427: Reframing the Branch and the Industrialist Dilemma

In This Episode

In today’s episode, Brett King starts us off with an interview with Auriga’s Mark Aldred about next gen branches. Branches need to continue to adapt — change their nature and the economics in parallel with offering better mobile and digital engagement. The in-branch journey is more than design, the bank of the future right sizes and incorporates behavior and technology — inside and outside — to be smarter and better as banks rethink branch role. Economics are important, listen to Italian bank, Banca Carige, who has lowered operational cost 38%. Customers can have their desired journey, physical and digital, and branches can be brand embassies.

We follow with Amber Buker’s fast-moving conversation with Robert E. Siegel, Lecturer in Management at Stanford Graduate School of Business about the Industrialist Dilemma. What is the Industrial Dilemma? It all boils down to the need for a mix of both digital and physical products, and how leaders can innovate to combine the two and create a more holistic customer experience. Even digital natives need physical presence.

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