For many years, the branch was the heart of every bank. Products were explained, contracts were signed, and most importantly: trust was built. Customers knew “their” advisor, and banks were tangible and present in their communities. With the ongoing digitalization of the industry, this model is rapidly losing relevance. According to a Bitkom study, over 85% of Germans now use online banking across all age groups. Even among those over 75, usage has almost doubled in just a few years. The consequence: personal touchpoints are becoming increasingly rare. Nearly all banking transactions can now be handled conveniently online, making branch visits unnecessary for many. This fundamentally changes how banks are perceived.