# Keynote Case Study: Scotiabank — Banking Was Moving Beyond the Branch
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## Article Content
Scotiabank brought me in to explore the future of banking and financial services. The fundamental issue was that banking was no longer defined primarily by a physical location. Mobile technology, digital interaction and new financial competitors were steadily changing where and how customers expected to manage money. The bank remained important. The branch remained relevant. But the relationship was increasingly becoming digital. Six themes framed the discussion: Mobile Financial Services. More banking activity was moving to smartphones and connected devices. Digital Customer Experience. Customers increasingly expected simplicity and immediacy. Fintech Competition. New entrants were beginning to compete around individual parts of the financial relationship. Data and Personalization. Banks were gaining new opportunities to tailor services using better information. Changing Branch Roles. Physical locations were evolving as routine transactions moved online. Financial-Service Acceleration. Technology was compressing the time available to respond. The larger point was that digital banking was not simply a channel strategy. It was changing customer expectations about the entire relationship. Banking was moving beyond the branch — toward a continuously connected financial relationship.

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Source: https://jimcarroll.com/2017/01/keynote-case-study-scotiabank-banking-was-moving-beyond-the-branch/