Jim Marous

For more than a decade, the industry has predicted the death of the bank branch. It never happened. What is happening now is far more important. The branch is not disappearing. It is being rewritten, and the institutions that understand this shift are already positioning themselves differently from those still operating under legacy assumptions.

Agentic AI is quickly becoming the most consequential shift in banking since the move to digital channels, yet most institutions are still approaching it like every transformation that came before, with enthusiasm at the surface and hesitation beneath it. The result is a growing divide between organizations that are experimenting and those that are actually changing how work gets done.

Recent payments innovation focused almost entirely on consumers. Business payments did not receive the same attention.

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Credit One Bank reports that banks are pulling back from lending to lower-credit borrowers, mainly due to perceived credit risks and costs, not regulation.

Consumers want their financial institution to provide contextual recommendations to improve their financial wellness.

Upcoming generations of banking customers demand personalized guidance that anticipates their next need, not just their current circumstances.

Retail banks can create more value from physical locations by defining the customer role each branch should fulfill.

Banks have invested heavily in customer intelligence, but many employees still lack the insights and authority needed to use it.

Account opening can protect against fraud without turning legitimate applicants away at the moments that matter most.