Danielle Frawley

As digital banking reshapes customer preferences, branches have a unique opportunity to redefine their role as essential touchpoints in fostering trust and loyalty. This keynote explores the unique value that human-centered service provides in a technology-driven world. Gain actionable strategies to transform your branches into vital components of an omnichannel banking experience. Drawing on cutting-edge examples and future trends, this session demonstrates how branches can go beyond transactions to deliver personalized, high-impact engagements. Get inspired to: 

• Position and craft branches as relationship hubs that complement digital banking 
• Integrate new technologies to enhance—not replace—human interaction and deliver expert, empathetic, and adaptive customer service 
• Create experiences that build loyalty and trust across generations and locations in an increasingly digital era 

Explore how banks are updating their branch formats to reflect current goals and the changing purpose of the bank branch, while communicating a cohesive brand identity across formats and experiences. Panelists will share innovative branch designs and address how to use digital signage, design and messaging to connect with customers. Whether it’s upgrading in-branch technology to match digital branding or creating a café or community space that addresses your local area, get takeaways for:  

• maximizing the potential of your current branch footprint to reflect updated goals and customer needs 
• synchronizing your design, signage and messaging to create a cohesive presence  
• ensuring a seamless transition for customers between teller, self-service and online interactions