Digital Branches: Best practice and case studies

This executive report sets out to highlight and discuss best practice in branch design and staff behaviours, with a specific focus on new technology, in what has become known as the “digital branch”. Some elements of good branch design and staff behaviours are specific to local circumstances, but many of the key principles are valid wherever the branch is located. This report sets out twelve conditions that characterise a branch that has been designed through best practice, and acts as a checklist for addressing the critical issues in the development of the new digital branch model.


key info and pricing

Published: August 2014
Pages: 147
Author: David Cavell
Price: £1,300 (printed – see order form for other licence options)

RBR executive reports

This report is part of RBR’s “Executive Report” series which provides expert opinion on topical issues in the banking automation, ATMs, cards and payments sectors.

The reports provide a mix of information, analysis, insights and implications and are aimed at senior executives or others looking for informed commentary on key industry issues.



  1. Allied Irish Bank (AIB), Ireland
  2. BBVA, Spain
  3. BECU, USA
  4. Banco Bradesco (Bradesco), Brazil
  5. BT, UK
  6. Commerzbank, Germany
  7. FNB, South Africa
  8. Fraunhofer-Gesellschaft, Germany
  9. ICICI Bank, India
  10. ING Group, Belgium
  11. Mashreq Bank, Dubai
  12. Nationwide Building Society, UK
  13. NBG, Greece
  14. Nedbank, South Africa
  15. PNC, USA
  16. Wells Fargo, USA

contents (continued)


  1. Retail branch networks – critical success factors
  2. Branch design
  3. Branch variations
  4. Customer and staff in the digital branch
  5. The development of digital channels
  6. Conclusions