Banks didn't really innovate their branch networks to the extent implied by that article; they did it primarily in response to credit unions which are smaller and generally more nimble in responding to customer needs and changing preferences.
When I was still at Coast Capital we implemented the Aperio-style branch concept all the way back in 2006 which, as described in that story, did away in theory with old style branch operations where customers lined up when and where they were told between traditional 'bank hours' of 9am-3pm, did their "banking" in line x, then shuffled to line y to see about insurance renewals then went to still another line a, b, or c to see a financial planner. Branch staff were heavily x-trained in various disciplines and technology heavily leveraged to facilitate more efficient customer service. VanCity did something similar shortly thereafter.
And now that the credit unions are able to operate on a national basis, and are no longer restricted to their home province, banks finally responded in kind. That critical development was authorized in 2012 when credit unions were granted a key regulatory change that allowed them to expand beyond provincial borders and operate as national financial institutions. In August 2017, Meridian (Ontario's largest CU) was first out of the gate and announced plans to go national. In October CCS, a much larger CU, currently the second largest in Canada after VC, made a similar announcement. The emphasis, in both cases, aside from revamping the branch concept, lay also on offering up a variety of digital and mobile banking options.
Edited by AllseeingEye, 20 February 2020 - 07:08 PM.