Banking Automation

Branch Transformation

Faced with changing customer behaviour and expectations, and ever-increasing cost pressures, banks are undertaking wholesale reviews of branch strategy and transforming their branches, making radical changes to the format, technology and staffing model of the branch.
The teller assist unit (TAU) is viewed by many as a vital enabler of branch transformation, with significant potential for greater deployment as financial institutions conduct such branch transformation programmes. At the same time, assisted self-service terminals (ASSTs) are becoming increasingly common, as financial institutions seek to marry the efficiency of the self-service channel with the personal touch of assistance, either in-person or via a video link, that many customers expect for branch banking interactions. The study examines which technologies banks plan to utilise to transform their branches and the role of the people within them. It reports the current deployment and future potential of TAUs and ASSTs among banks and other financial institutions in 24 key countries worldwide, while identifying the main market drivers and inhibitors for these technologies. The information and insights contained in this report help suppliers and analysts make better, more informed decisions about how best to take advantage of emerging market opportunities, by establishing:
  • How branch strategies and are evolving in response to digitisation and changing customer behaviour
  • Which non-cash branch technologies banks are being utilised by banks
  • The current size and structure of the markets for TAUs and ASSTs, including market shares of industry suppliers
  • The critical market requirements and vendor selection criteria for TAUs and ASSTs
  • How the TAU and ASST markets are likely to change over the next few years
  • Which countries have the largest potential for TAUs and ASSTs

Key info

Published: January 2021
Pages: 887
Tables and figures: 583
Countries: 24 detailed country reports

Geographic coverage

Austria • France • Germany • Italy • Poland • Portugal • Russia • Saudi Arabia • South Africa • Spain • Switzerland • Turkey • United Kingdom

Australia • China • India • Indonesia • New Zealand • Singapore • Thailand

Brazil • Canada • Mexico • USA


The 887-page report comprises an introductory section with international comparisons and analysis, and 24 individual country reports, which have a common structure:
  1. Branch strategy – banking structure, branches and teller positions, branch formats, branch technology, branch forecasts
  2. Teller Cash Automation – market size and growth, market segmentation, functionality, manufacturer market shares, market forecasts
  3. Assisted Self-Service – market size and growth, market segmentation, functionality, manufacturer market shares, market forecasts
  4. Bank profiles
  5. Annex

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