BT_Insights7_2026-03-29_MR_0855_Mix2

Luku 1: Why do people come into your branch and people said friendly service and all this? 301s · Speaker 1

Why do people come into your branch and people said friendly service and all this? I was gonna raise my hand because my answer was because you've made it so damn tough to open digitally. That doesn't mean the branch is secondary. It means w…

5:12

Luku 2: high there'd be windows sometime during we went through a stage where you had bulletproof glass all the way down the the line it was a crazy place to work but it wasn't inviting we've gone from transfer from transactions to engagement it is meant these people are supposed to come from behind the counter and help you they're supposed to take you to where you want to go to meet with people to talk about asking questions as opposed to giving solutions ej's referenced it a couple times i think he said in an email to each of you that we just did a research study for dbsi on the future of branches so what did we find what we found one thing in was really important it really correlated with all the recent research we've done at the digital bank report our trends and priorities survey our our um ai agentic ai survey that talked about what's the future of working with the customer and our brand survey they're all working cohesively to tell a story number one the branch is not dead it's changing every day and it's individual i was talking to this gentleman right here that talked about chase where he worked for many years and the reality is just because chase builds a branch doesn't mean you need to build a branch on the same hand just because maybe bank of america closes the branch doesn't mean you should close the branch it is very individual and talking with amy here yesterday it became very clear that decision every single part of this building was very well thought out and for a purpose this is a flagship branch this is not a local community branch it's not meant to be it's meant to be a billboard outside that brings people in if you spend any time in arizona you get to know every shade of brown in the world and the buildings reflected you can go down camelback and while there's a lot of money there there's very few buildings that look anything like this the billboard on the outside is the beginning then you come through the door and you're immediately amazed by number one the vastness of it but the close proximity of what it feels like it's a warm office the people are warm the reality is the vision of this organization and the partnership with dbsi made it very clear that a whole lot of minds came together to deliver on something that was very different i came in and immediately i thought god i thought this would be a lot smaller okay gotta roll with it gotta figure out what's going on but at the very beginning and throughout the whole development process it was all roi the golf simulator they figured out an roi for it not for it specifically but for the branch as a whole somebody just came up to me tonight said so why the brand simulator well if you want new customers in an area you have very few people living around you that are customers of your your office you need to get word of mouth what better way to get word of mouth than saying i came to the branch i hit some golf balls i'm gonna go banking tomorrow at noon you know what's interesting is it's all about the experience the wall the mesh screen back there continues to tell a story the story very subtle as we talked about when you presented about artwork is what is the feeling that leaves behind the feeling that leaves behind without broadcasting we're an arizona-based organization is that's camelback mountain that that isn't but earlier when the people are climbing that's camelback i've walked that trail not nearly as fast as people did in the video and then back here you have the ability to sell or recommend services our survey found that there are 42 percent of organizations say they're going to be building branches here that stunned me in fact the reason why we asked it again because we just did the trends and predictions i said there's got to be something wrong with our data came out to be the same number the number who are investing is another 30 percent and only four percent are actually reducing the investment in branches people are changing all the time but you have to listen don't it was said earlier today don't do what your neighbor's done determine on each branch what the metrics need to be secondly when we wondered what they were building and what was the thing that was getting in the way we gave them an option of three different things they picked all three it wasn't the finance it wasn't the budget it was getting the plan to be implemented the way we want to be to keep the plan key to the north star to the strategy that was being developed we then asked what dynamics do you have in the branch what new technology do you have I think we listed 11 things from the cash recycler, which was number one, to safe deposit boxes, down very low. 300s · Speaker 1

high there'd be windows sometime during we went through a stage where you had bulletproof glass all the way down the the line it was a crazy place to work but it wasn't inviting we've gone from transfer from transactions to engagement it is…

10:12

Luku 3: We didn't put golf simulator because we knew one institution would respond that way right now. 305s · Speaker 1

We didn't put golf simulator because we knew one institution would respond that way right now. But the reality was everybody's trying to put everything in a branch. Be flexible. Don't think just because you put it into the branch, it's got …

15:18

Luku 4: That's been my goal for the last 17 years since I left traditional financial institutions and became a content creator. 80s · Speaker 1

That's been my goal for the last 17 years since I left traditional financial institutions and became a content creator. Was to continually enlighten myself so I can enlighten others and keep on learning so I don't fall behind. But enjoy you…

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