Branch of the Future: extending our lead on the UK high street

In 2008, we opened two Branches of the Future in the UK – one in central Manchester and one at the iconic Piccadilly Circus in the heart of London. These outlets transformed our investment both in new in-branch technologies and – just as importantly – in our customer service capabilities. The concept is now being extended across our UK branch network nationwide.

The twin drivers behind our Branch of the Future concept are making the best use of technology and a new approach to customer service. In combination, these elements enable us to meet customers’ rising expectations of the experience they get from their contact with a bank.

The first Branch of the Future, launched in Manchester in May 2008, uses cash and coin and cheque deposit machines, mobile computing in the form of tablet PCs, new queue management solutions and digital medias - all deployed to make the customer’s visit to the branch more efficient, informative and effective. The branch also features new open-style counters and a more informal banking hall approach that includes a Premier lounge and waiting areas, plus an innovative counter layout to ensure fewer and shorter queues.

Since the launch of the first Branch of the Future in May, the lessons are already being implemented across the UK. New technologies will be introduced in more branches, and we will be promoting the new facilities and services to customers in various parts of the UK and to different customer groups. Employees, too, will be given coaching and skills refreshment to ensure that they have the ability and knowledge to deliver a service experience fit for the 21st Century.