Where Did You Open Your Main Bank Account? | FF News at Retail Bank Transformation Europe

Where did you open your main bank account? Not who do you bank with (although that would be interesting if a little invasive…)

But was it online, in a branch or something else?

With digital banking well established we were interested to know whether attendees, exhibitors and speakers at Datos Insights Retail Bank Transformation Europe stuck to the old ways or tried out the new.

The way people open their main bank accounts reflects both personal preferences and the evolution of banking services over time. At the Datos Insights Retail Bank Transformation event, attendees shared their experiences, shedding light on how traditional branches and digital platforms have shaped their banking journeys.

Watch our latest 60 second video to see an interesting mix.

The Branch Experience

For many attendees, opening a bank account in a physical branch was the norm, especially in the past. Several participants emphasized that branches were the only option available when they first opened their accounts, citing in-person interactions in their local towns. That may well be how most of us opened our first account. Sean Wilson from Dormakaba shared a nostalgic memory of the in-branch process from 40 years ago, vividly recalling filling out paper forms. Owen Wild from NCR Atleos also opened his primary account at a branch but now uses online banking for his children’s accounts, highlighting the generational shift in banking behavior.

Digital Evolution

Others have unsurprisingly embraced the convenience of online and mobile banking. Speakers like Antony Harris from KICTeam mentioned doing everything digitally, opening their accounts online or directly on their phones. This transition underscores the growing role of digital channels in meeting modern customer expectations for speed and simplicity and the sheer convenience of opening an account on your phone. Jennifer Ham from Datos Insights pointed out that while she opened a savings account in a branch, she now relies on online services for subsequent accounts, reflecting the blending of traditional and digital experiences.

Unusual and Inherited Accounts

Not all experiences fit neatly into the branch-versus-digital framework. One speaker described opening their account at a booth in a commercial center rather than a traditional branch, showing how banks have adapted to meet customers in different spaces. And another received their account from their parents, bypassing the traditional setup process entirely. Indeed if it isn’t broken, why change.

There are some diverse responses here that highlight how banking has evolved from the predominantly in-branch experiences of the past to the flexible, digital-first approaches of today. There is still a lot to be said for the trust and comfort gained from in-person interactions but increasingly people are happy to settle for the convenience of digital banking.

A great time at Datos Insights

This video took place at Datos Insights, Retail Bank Transformation. The next event in 2025 is set to take place on 18-19 November 2025 in London, bringing together a diverse audience of over 300 executives from 45 countries. Building on the momentum of the 2024 event, next year’s conference promises to be a vital platform for professionals in the financial services sector to explore the future of retail banking.

The event will center on reimagining the retail banking experience, with a strong focus on improving customer service and operational efficiency within financial institutions. Attendees will engage in discussions about innovative strategies, emerging technologies, and solutions to meet evolving customer expectations in an increasingly digital world.

For those looking to maximize their involvement, sponsorship opportunities are available, offering businesses a chance to showcase their expertise and connect with industry leaders. Additionally, an Early Bird pricing offer will be introduced for a limited time, making it easier for participants to secure their place at this highly anticipated event. Find out more here.