Branch transformation part 3 Q&A (RBR BT20)

Today, we close up our RBR branch transformation mini series with our Q&A presentation, on the future of branch banking. We discuss channel shifting, complaints handling and much more. 

00:36 - introduction to panel | 02:25 - Channel shifting and consumer behaviour | 04:54 - How are banks responding to COVID and what can be done better? | 07:31 - Recommendations for open banking | 11:25 - How not to do complaints handling | 14:35 - How to equip branch staff with better tools for CX | 17:40 - Closing the consumer confidence gap