The next evolution of financial services ANZ BlueNotes

Even in the 1990s, when Australian banks copped a lot of flak for closing branches, consumer behaviour was changing. The banks may not have undertaken their branch network rationalisations in the most amenable fashion for the wider community but even then, as data from the Australian Prudential Regulation Authority show, actual points of representation didn't change as much as the headlines suggested. Indeed, points of representation actually increased for 11 straight years from 2001, the first year APRA started compiling proper data. The shift from traditional branch banking and physical currency has been immense. But the next generational shift in financial services – and services more generally – will be even more confronting.