INDONESIA
PT Bank Danamon Indonesia has launched its next-generation bank branch concepts, highlighting spaces for conversations between bank agents and customers, as it faces a decline in customer visits.
The concept, first launched in late 2022, stems from a study conducted by the bank, which found that the role of the bank branch has evolved from simply serving basic retail banking functions. Nowadays, customers hope to find a cozy gathering place to discuss their financial goals.
Danamon Chief Digital Officer Andreas Kurniawan, who was involved in the design stage, emphasised the ongoing importance of the physical presence of branches, noting that it instils a sense of trust in customers.
“So many non-banking issues, for example regarding children’s education, what brand of car to buy, regarding their business, are discussed at the branch. So, when we see a pattern like that, we create a branch that is comfortable for long conversations, with soundproofed meeting rooms and lounges,” said Kurniawan in an interview with Asian Banking & Finance.
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