This is the fifth in a series of reports based on Celent’s Branch Transformation Research Panel. The purpose of the effort is to look deeply into the objectives, priorities, risks, barriers, and likely outcomes of branch channel transformation efforts in North America. 

Celent: Human Capital Considerations for the New Branch

This report examines human capital considerations in branch channel evolution.


  • How do banks plan to staff new branch designs?
  • What are the human capital considerations associated with transforming the branch network?
  • What are the most difficult aspects of staffing the new branch?

Some of the findings include:

  • Surveyed institutions consider human capital a matter of utmost importance.
  • More than 90% of the institutions surveyed are changing their approach to human capital.
  • Recruiting well-qualified staff is the #1 human capital challenge cited by banks and credit unions of all sizes.


Celent offers three recommendations for banks seeking to improve the efficiency and effectiveness of their branch networks. Specifically: lead with human capital investments;  extensively train on digital capabilities; and compensate generously, with strategically chosen variable components.

In the final analysis, human capital considerations may be both the most challenging and important aspect of branch channel transformation. No matter how slick the branch technology environment, it is for staff interaction that most customers continue to choose to use the branch. Making these interactions valuable to both customers and the institution will be of the utmost importance for the foreseeable future.