Gen Z and their Role in Branch Transformation

Generation Z, those born between 1996 and 2010, is rapidly emerging into the financial services market and redefining expectations for banking. Surrounded by technology from an early age, some may suspect that these “digital natives” use their knowledge and experience with technology to become the first generation to eliminate branches and bank from the palm of their hand. Despite their tech fluency, Gen Zers are some of the most frequent visitors to branch locations. With that desire for human interaction, FIs are looking at ways to transform their branches into inviting, more engaging venues, paired with solutions that offer results through full- and self-service. The goal: convenience, flexibility and consistency of UX regardless of the point of presentment or channel of acquisition.

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