Universal Banking - Strategies for Tomorrow’s Community Branch

Tuesday, February 02, 2021 - Wednesday, February 03, 2021   iCalendar Central Standard Time

Why should a bank consider and implement universal banking? Banking is continuing to experience a dynamic, digital evolution. Yet, in a recent survey, nearly 80% of customers are interested in receiving financial advice or guidance from bank personnel. Indeed, 75% of banking customers have paid a visit to their branch at least once within the past six months. And, 40% of respondents want digital and traditional banking services to work together. Therefore, the retail banking frontline team must shift from traditional positions (tellers, new account representatives, financial service representatives, etc.) to a multi-tasking, “universal" banker. Join us for this two-day, interactive session where we will explore and delve into Universal Banking from strategy to implementation.


  • Understanding the Changing Role and Cultural Shift in Retail Banking
  • Focusing on the Needs and Benefits of Universal Banking
  • What’s Working (and Not) with Universal Banking? - Pitfalls to Avoid
  • Redefining the Universal Branch When It’s Not Working
  • Creating the Universal Banking Customer Experience
  • Moving from High Traffic to High Interaction
  • Redesigning the Traditional Branch
  • Exploring the Different Universal Branch Designs
  • Planning the Interaction and Space Shift
  • Maximizing the Retail Efficiency
  • Selecting the Technology to Support the Universal Branch
  • Developing the Universal Banker Model
    • Defining the Career Path
  • Developing the Business Plan and Roadmap

Retail Branch Administration, Marketing Team Members, Senior Management as well as any banking officer exploring universal banking.

The Performance Solutions, Inc. Team

Per Person Fee
M $489 / NM $829