Deutsche Bank is to close a “mid-double-digit number” of branches and at the same time invest in telephone and video channels to provide personal advice to customers.
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According to its own statements, the bank is responding to the needs of its customers, who are increasingly using remote forms of advice as a convenient alternative with extended consultation times. Teams from nine locations already serve private customers in the broad private customer business. After successful tests at two locations, this form of advice will in future also be offered to wealthy customers in the private banking segment nationwide.
“Deutsche Bank remains the bank for customers looking for high-quality advice. Personal advice is and remains the focus – whether in the branches or via video and telephone,” says Dominik Hennen, Head of Private Customer Business in Germany at Deutsche Bank. “We focus on attractive industries that we want to anchor even more firmly in society.”
To this end, the bank will invite customers to events in its branches more regularly and invest in new branch equipment, including new ATMs. Several branches are being converted into private banking centers aimed at serving wealthier customers. The experiences at existing locations, which focus exclusively on advising pre-registered private banking customers, are “very positive,” says the German lender.
Further investments in digitalization are also planned, including the launch of a revamped mobile app next year.
Hennen: “Our customers expect a modern and fully digitalized offering, but at the same time want the option of personal advice via the access channel of their choice. By conducting more and more simple banking transactions digitally, we can fully concentrate on advising our customers through personal contact.”
