Coconut Software report highlights gap between financial institutions' digital claims and operational readiness

SASKATOON, SK, September 03, 2026 /CourierPR/ -- Coconut Software has released a new research report, "Branch Forward," highlighting a significant divide between financial institutions' digital advancements and their operational readiness. The report, developed in partnership with Future Branches Insights, surveyed 100 senior leaders from banks and credit unions across the United States and Canada.

The findings reveal that while 76% of financial institutions claim to offer an integrated hybrid banking experience, only 3% describe their maturity as truly "intelligent" or "optimized." This gap is particularly evident in staffing requirements, with 61% of respondents frequently struggling to forecast staffing demands to meet customer needs, underscoring the critical operational challenges faced by banks and credit unions.

The report also indicates a growing adoption of artificial intelligence (AI) integrations. Over half (56%) of the respondents reported implementing AI in specific departments or workflows, while 22% are expanding AI across their entire organization. More than half (58%) have formal investment plans for AI-driven scheduling and intelligent advisor matching, and demand forecasting (53%) over the next 18 months. These findings suggest a significant shift towards using technology to enhance operational efficiency and customer experience.

Interestingly, scheduling has emerged as a key driver of revenue and branch performance. Fifty-four percent of respondents prioritize improving appointment conversion value, or revenue per appointment, while 38% rank conversion optimization as their top business priority for the next 12 months.

Katherine Regnier, CEO of Coconut Software, notes, "Financial institutions have made significant strides in connecting physical and digital banking, but the next phase of maturity is about making every interaction more meaningful and productive. This requires better demand prediction, precise staffing allocation, and aligning every interaction with clear business outcomes."

The report also highlights several key insights: - 55% of financial institutions prefer a best-of-breed, integration-first vendor strategy over vendor consolidation. - Strategic alignment is the second most important factor (65%) when funding new technology, with customer impact such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) being the top priority (42%). - Total Cost of Ownership is the most critical factor (46%) in build-vs-buy technology decisions.

"By addressing these operational layers, institutions can transform hybrid banking into a true growth engine," Regnier adds.

Designed for operations, retail banking, customer experience, and digital transformation leaders, the report offers data-backed insights on AI adoption, workforce planning, scheduling maturity, technology investment, and the future of branch performance. Financial institutions can download "Branch Forward" to explore the full findings and benchmark their approach to AI, workforce planning, scheduling, and branch performance.

Coconut Software, trusted by over 200 banks and credit unions across North America, including RBC, Mountain America Credit Union (MACU), and M&T Bank, is redefining how financial institutions operate with AI-powered solutions that unify operations, workforce planning, and customer engagement. By leveraging AI-driven insights, 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.

Visit coconutsoftware.com to learn more about Coconut Software's innovative solutions and their impact on the financial services industry.