SASKATOON, SK, September 03, 2026 /24-7PressRelease/ — Coconut Software today released Branch Forward: How Financial Institutions Are Investing in Technology, Scheduling, and the Future of CX, a new research report developed in partnership with Future Branches Insights that reveals a growing divide between financial institutions’ digital progress and their operational readiness.
Based on a study of 100 senior financial institution leaders across the U.S. and Canada, the research points towards significant trends and challenges among banks and credit unions:
A significant gap in operational maturity: While 76% of financial institutions say they deliver an integrated hybrid banking experience, just 3% describe their maturity as truly “intelligent” or “optimized.” At the same time, 61% frequently struggle to forecast staffing requirements to meet customer demand, highlighting a critical operational gap as banks and credit unions look to improve branch performance.
A critical uptake in AI integrations: The report highlights how banks and credit unions are increasingly investing in AI and scheduling infrastructure as they work to close that gap. More than half (56%) of respondents said they are already implementing AI in specific departments or workflows, while 22% are scaling AI institution-wide. Meanwhile, more than half have formal investment plans for AI-driven scheduling and intelligent advisor matching (58% each) and demand forecasting (53%) within the next 18 months.
A higher value seen in scheduling: The research also points to a fundamental shift in how financial institutions view scheduling: from an operational function to a driver of revenue and branch performance. 54% of respondents said appointment conversion value, or revenue per appointment, is the scheduling metric they are most focused on improving, while 38% ranked conversion optimization as their top business priority over the next 12 months.
A summary of key findings from the report:
–76% of financial institutions say they deliver an integrated hybrid banking experience, but only 3% describe their maturity as truly “intelligent” or “optimized.”
–61% frequently struggle to forecast staffing demand, while 38% experience that challenge occasionally.
–58% have formal investment plans for AI-driven scheduling, and another 58% for intelligent advisor matching, over the next 18 months.
–55% favor a best-of-breed, integration-first vendor strategy rather than vendor consolidation.
–65% say strategic alignment is one of the two most important factors when funding new technology, while 42% cite customer impact such as NPS and CSAT.
–46% rank total cost of ownership as the most important factor in build-vs-buy technology decisions.
“Financial institutions have made significant progress connecting physical and digital banking, but the next stage of maturity isn’t about adding more channels—it’s about making every interaction more purposeful and productive,” says Katherine Regnier, CEO of Coconut Software. “That requires institutions to better predict demand, connect the right people in the right place at the right time, and tie every interaction to clear outcomes. The institutions that solve that operational layer will be best positioned to turn hybrid banking into a true growth engine.”
Designed for operations, retail banking, customer experience, and digital transformation leaders, the report offers data-backed insights into AI adoption, workforce planning, scheduling maturity, technology investment, and the future of branch performance.
Download Branch Forward to explore the full findings and benchmark your institution’s approach to AI, workforce planning, scheduling, and branch performance.
About Coconut Software
Coconut Software is redefining how financial institutions run their branches, both physical and virtual, with AI-powered Intelligent Branch Solutions that unify operations, workforce planning, and customer engagement in one platform. By combining AI-driven insights with enterprise-grade appointment scheduling, in-branch queuing, video banking, and workforce optimization, Coconut helps institutions forecast demand, optimize staff allocation, and deliver seamless customer experiences—driving stronger branch performance.
Trusted by 200+ banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank, Coconut Software helps financial institutions streamline branch traffic, optimize workforce planning, and accelerate revenue growth.
Visit coconutsoftware.com to learn more.
Media Contact: Coconut Software | [email protected]
About Future Branches Insights
Future Branches Insights, the industry research and digital publishing arm of Future Branches, delivers cutting-edge data and analysis on trends, challenges, and opportunities in the retail banking and branch transformation sectors. Through comprehensive research reports, webinars, and thought leadership initiatives, we empower senior-level banking leaders to make informed strategic decisions and stay ahead in the rapidly evolving financial services landscape.
Our deep industry intelligence not only informs banking leaders but also connects innovative solution providers with key decision-makers, fostering a dynamic ecosystem that drives the future of branch banking and customer experience in the financial services space.
For more information, please visit wbrinsights.com.
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