Our Consultants
Katherine Bryce joined Alden Advisory in 2019 and works within James Whitcombe's Retail Banking practice.
Background
Katherine's research centres on what she calls retail banking's decision latency problem — the gap between when a front-line branch employee identifies a customer issue and when someone with the authority to resolve it actually engages. Her consistent finding across branch and digital-channel engagements is that branch managers still resolve more genuine customer problems than any app does, largely because they hold decision rights that digital channels were never given.
She has supported core banking migration and branch restructuring engagements, and is developing the firm's next research paper on decision latency measurement in retail banking operations.
"Branch managers still resolve more real customer problems than any app does."
Katherine Bryce — Senior Consultant, Retail BankingCurrent research
Representative work