Most banks rely on their branch infrastructure for the vast majority of revenue and customer acquisition today. From the basic requirement many banks have for in-person, face-to-face identification and the legacy signature card, for many banks this is a very hard habit to break. But there are already many banks who’ve not only cracked this problem, but get the majority (and in some cases all) of their revenue from non-branch sources. In this week’s Breaking Banks we talk to Neff Hudson from USAA Bank who serves a highly mobile customer base, and Alex Twigg from UBank in Australia, who built their entire business rapidly in the space of just a few years without any branches. We often hear that customers still prefer to open an account or sign-up for a mortgage in a branch, but what if banks are biasing this behavior and actually missing out on major new sources of revenue because they’re not adapting to changing behavior.
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