As digital channels redefine how customers interact with financial services, the role of physical branches is under more scrutiny than ever. This roundtable brings senior leaders together to re-examine whether branches still hold strategic value, uncover the unique benefits they provide, and explore how they can be redesigned to remain relevant. Using the If → Why → How framework, participants will challenge assumptions, identify customer needs that physical spaces are uniquely positioned to meet, and develop actionable strategies for integrating branches into a truly omni-channel future. Through peer insight and collaborative discussion, the group will address evolving formats, customer experiences, staffing models, and performance metrics that will shape the branch network of tomorrow.

Session 1: Rethinking the role of the branch 
8 October 2025

This session will challenge leaders to reconsider the place of physical branches in an era where digital is the default. We’ll explore whether branches still hold strategic value, what customers truly gain from visiting in person, and whether certain experiences can only be delivered face-to-face. Through discussion and scenario thinking, participants will examine future branch roles, formats, and service models, while balancing the benefits of technology with the irreplaceable value of human connection.

Discussion points:

• If branches have a future...
• Why branches still matter?
• What will be their purpose?
• Role of staff & technology
  
  

Session 2: Designing for the future
25 November 2025

In this session, leaders will turn strategic insights into practical solutions for the next generation of branches. We’ll identify design principles that make physical spaces more purposeful, customer-led, and complementary to digital channels. Using examples from across industries, we’ll explore how to create experiences customers want to visit for—not just need to—while ensuring measurable business value. Discussion will cover omni-channel integration, new staffing models, and the right metrics to track success in a changing landscape.

Discussion points:

• How can branches be repurposed to flourish a digital-led world?
• Defining a new experience for your branches
• Can advice-only branches survive?
• Measuring branch satisfaction & value