Kartina SuryVP, Head of Customer Strategy & Experience
PT Prudential Life Assurance Indonesia
Gone are the days when branches represented a one-size-fits-all solution for all demographics and services. The onset of digital has resulted in a bifurcation of the banking environment. While self-serve digital channels cater to transactional activities, branches provide relationship-based activities that require proximity. Recent research indicates that 90% of consumers prefer face-to-face advice for complex products. This session will explore how to refocus branches to advisory services and more personalized services.