Some banks (quite a few) are closing branches because customer needs have changed in the age of online banking, while others (fewer) are opening new branches in growth regions, and still others are redesigning their physical presence. The Zuercher Kantonalbank (ZKB) falls into the third category, opening the first branch under its new location concept in Kloten on Monday.

According to a ZKB statement, the concept incorporates the experiences and insights gained from pilot branches in Stettbach and Winterthur, where the number of visits significantly increased. By 2030, ZKB plans to upgrade its 51 branches in the canton with a low triple-digit million Swiss franc investment.

«Assisted Self-Service»

ZKB has also noted that the industry trend is moving in a different direction. As customer preferences have shifted more towards digital and cashless transactions, everyday banking activities will increasingly take place in «assisted self-service» under the new location concept. Customers will also receive on-site support for a smooth transition into digital everyday banking, according to ZKB. Nevertheless, the need for personal interaction remains strong among customers.

Therefore, ZKB is opening up its premises to create a more inviting and «relaxed atmosphere.» The bank also emphasizes its local presence, promising to actively involve local businesses so that the branch becomes part of the «local ecosystem,» demonstrating its command of contemporary marketing language.

«Strengthening Personal Interaction»

The next step will be the opening of the redesigned branch in Wollishofen on July 10. «Our goal is to further strengthen personal interaction with our customers. The positive customer feedback and increased visitor numbers in Winterthur show that the new concept meets customer needs,» says Florence Schnydrig Moser, Head of Private Banking, regarding the continued implementation of the concept.