[Updated August 2025]
Despite years of predictions about the “death of the branch,” a new report by Celent suggests otherwise:
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✅ 40% of financial institutions plan to add branches
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✅ 33% expect no change in branch count
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❌ Only 25% expect a decline
Branches are here to stay—but the way they function is changing. Today’s credit unions are challenged to create a seamless connection between digital and in-branch experiences. But there’s a gap between ambition and execution.
Celent found that few financial institutions offer:
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Online discounts or rewards
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Video or text chat options
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And even fewer—online/mobile appointment booking
Enter: Better Lobby’s Appointment Tools
Of all the digital upgrades, appointment scheduling is one of the fastest, easiest, and most cost-effective ways to:
✅ Boost branch sales
✅ Improve member service
✅ Enhance staff efficiency
✅ Link your digital channels to your physical branches
With Better Lobby’s Appointment Booking Tools, members can schedule from their phone, tablet, or desktop—and staff can prepare in advance for every meeting.
Want to improve both your digital presence and your branch performance?
Start with online appointment booking—it’s the bridge your credit union needs.
Key Takeaway:
Branches aren’t going away, but expectations are rising. With Better Lobby, you can modernize your member experience today—without overhauling your entire tech stack.
The following section is the original post from June 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
Celent has released a new report, titled, Retail Banking Channel Systems in North America: The Quest for Omnichannel Continues. In it, their survey reveals some interesting branch trends in North America:
- a third of surveyed FIs expect no change in branch count over the next five years,
- 40% expect a net add in branches,
- just 25% of FIs forecast a decline in branch count.
It appears that the branch is far from “dead”!
Of course, they also found that most FIs are actively looking to expand their digital offerings, and actively engage consumers via online and mobile channels. Yet the research firm believes that capabilities are lagging these desires. Case in point: 1) less than one in five FIs offer shopping coupons, discounts, or rewards programs online; 2) fewer offer text or video chat options; and 3) fewer still offer online/mobile appointment booking.
Key Takeaway: Of the 3 points listed above, online/mobile appointment booking presents the easiest path to driving branch sales, boosting member service levels, improving staff productivity, and creating a positive link between your branches and your digital channels.