At a Glance 

• Legacy systems, cultural resistance, and misaligned KPIs are the biggest obstacles to branch transformation. 
• Bigger training budgets don’t fix broken workflows — smarter automation does. 
• Customers still want human interaction for complex needs, so the right balance of digital + human is critical. 
• SNAP helps banks overcome these barriers with guided workflows, tested integrations, and compliance guardrails. 
• The future of branches isn’t about replacing people — it’s about empowering them with the right tools. 

Why Branch Transformation Can’t Wait 

Banking is undergoing a once-in-a-generation evolution. Customers expect the frictionless convenience of digital banking paired with the trust and personal care only a physical branch can provide. The modern bank branch must be more than a location—it must be a strategic asset that supports customer experience, compliance, and operational efficiency. 

Yet despite billions spent on digital transformation, many institutions are still struggling to modernize their branches. At Zelus, we’ve helped hundreds of branches reimagine the way their work. Along the way, we’ve seen the same six barriers hold back even the most ambitious institutions—and we’ve learned what it takes to break through them. 

Let’s explore these hidden hurdles and how your institution can turn them into opportunities. 

Barrier 1: Why Legacy Banking Systems Hold Back Branch Transformation 

Many banks still rely on decades-old account opening systems and processes that were never designed for today’s fast-paced environments. These legacy platforms create silos, inhibit innovation, and demand constant maintenance just to keep operations afloat. 

In fact, 65% of banks cite legacy infrastructure as the #1 barrier to digital transformation initiatives. Community banks are hit especially hard, with IT teams spending more time managing outdated systems than deploying customer-facing improvements. 

The fix: Rip-and-replace isn’t the only answer. Platforms like SNAP integrate seamlessly with Jack Henry™ SilverLake System® and CIF 20/20®, delivering modern functionality without the disruption or risk of a full system overhaul. 

👉 Related read: Unlocking Better Banking Experiences Through the Jack Henry VIP Program 

Barrier 2: How Leadership Resistance and Bank Culture Slow Down Transformation 

Technology doesn’t kill transformation—people do. Leadership teams may be reluctant to shift long-held processes, and front-line staff often view automation as a threat to job security. 

But automation, when implemented correctly, doesn’t replace bankers—it empowers them. Instead of spending time on repetitive tasks like duplicate entries, bankers can focus on building relationships, solving customer problems, and growing loyalty. 

The fix: Branch transformation must go hand-in-hand with change management. That means strong communication from the top, incentives aligned to new outcomes, and technology that supports—not burdens—your front-line teams. 

👉 Related read: Your Best Banker Just Quit—Will the Next One Follow the Same Workflow? 

Barrier 3: Which Bank KPIs Hurt Branch Transformation Efforts 

Transformation efforts often fall flat because institutions measure the wrong things. Many branches still focus on transaction volumes or account openings—metrics that don’t reflect today’s customer expectations. 

Today’s branch visitors want advice, not transactions. They expect personalized service, fast problem-solving, and a consistent experience across all channels. 

The fix: Modern KPIs should focus on customer satisfaction, employee productivity, and cross-channel consistency. SNAP equips leadership with the confidence that branch level transformations focus on these metrics, making performance transparent and measurable. 

👉 Related read: Still Opening Accounts Like It’s 2005? Good. Here’s Why That’s a Competitive Advantage. 

Barrier 4: Why Bigger Training Budgets Don’t Fix Branch Transformation 

Branches are expensive to operate—and when staff are undertrained or forced to rely on outdated, manual processes, the costs skyrocket. Banks often respond by throwing more budget at training, but that rarely fixes the root issue: broken workflows and inefficient systems. 

The result? Front-line staff spend more time navigating exceptions and memorizing procedures than actually serving customers. Compliance risks increase, customer experience suffers, and institutions remain stuck in reactive mode — buried under the compounding work of broken workflows. 

The fix: Instead of bigger training budgets, banks need smarter workflows. With SNAP, routine steps like document collection, verification, and audit trail creation are automated end-to-end. This means staff spend less time learning complicated processes and more time focusing on customers—while compliance and consistency are built in by design. 

👉 Related read: Bank Training is Broken—Here’s Why Bigger Budgets Don’t Solve Business Account Opening 

Barrier 5: Do Customers Still Prefer In-Branch Banking Over Digital? 

Some banks assume that more digital equals better—but over-digitized branches can feel impersonal and cold. That’s a problem, especially when 85% of new accounts are still opened in-branch  –   and it’s not just older generations driving this: a 2024 Harris Insights & Analytics poll found that 65% of Gen Z prefer to open accounts face-to-face at a branch. Customers still overwhelmingly want human interaction when making complex financial decisions. 

The real challenge? Creating an experience that feels high-touch and high-tech at the same time. 

The fix: The most successful banks use technology to augment human interaction, not replace it. SNAP automates routine workflows in the background so bankers can focus on what matters—listening, advising, and building trust.

👉 Related read: Why the Biggest Banks Are Doubling Down on Branches—And What Community Institutions Should Learn From It 

Barrier 6: How FinTech and Neobanks Reset Customer Expectations in Banking 

FinTech and neobanks have reset the bar on what great banking feels like—instant approvals, personalized offers, and frictionless onboarding. Customers now expect this same level of convenience everywhere, including their local branch. 

Community and Regional banks risk losing ground if they can’t keep up. But they also have an edge fintechs can’t replicate: deep community trust, local relationships, and regulatory experience. These are assets that become even more powerful when combined with modern technology. 

The fix: By blending omnichannel digital experiences with high-value in-person service, banks can create a hybrid model that outperforms both digital-only challengers and slow-moving incumbents. SNAP makes this possible—without overwhelming staff. 

How SNAP Helps Banks Break Through 

SNAP was built specifically to help banks overcome these transformation roadblocks with smart, secure, and scalable automation. 

Here’s how we help: 

• Bridge the legacy gap with tested integrations that connect Jack Henry SilverLake and CIF 20/20 to your key vendors and tools. 
• Enable confident bankers with guided workflows and bank-specific compliance guardrails. 
• Equip front-line bankers and back-office operations with the tools they need to successfully improve impactful KPI’s—customer experience, efficiency, and compliance readiness. 
• Reduce costs and mitigate risk by minimizing system and user related errors. 
• Elevate customer engagement by giving bankers more time for meaningful interactions, not paperwork. 

The Future of Branch Transformation 

The bank branch isn’t dying—it’s evolving into something more valuable. Institutions that embrace automation, rethink performance metrics, and empower their people will create branches that act as advisory hubs, not transaction centers. 

These are spaces where technology works silently in the background, while humans deliver the trust, empathy, and insight that customers still crave. 

Ready to Modernize Your Branch? 

Branch transformation isn’t a quick fix—it’s a strategic evolution. But with the right technology and the right partner, the journey becomes a powerful opportunity to boost performance, deepen relationships, and build the future of banking. 

At Zelus, we believe the most powerful customer experiences happen when digital and human come together. 

👉 Schedule a free consultation today to see how SNAP can transform your branches from the inside out, because trust starts in the branch.