The Branch as a Digital Growth Engine

Banking Transformed with Jim Marous · Aug 5, 2026 · 10m

Branch networks in the United States are growing again, yet only 9% of consumers name branches as their preferred way to bank. Both facts are true because the branch’s job has changed from acquiring new customers to deepening relationships with the institution's existing customers.

Jim Marous examines what the largest banks are actually doing with physical distribution. Chase reports that half of the new checking relationships in its expansion markets come from existing credit card customers. Bank of America clients booked roughly 10 million appointments with specialists last year, with 90%…