Mike Pedersen, executive vice president of branch banking for CIBC, is responsible for the Toronto-based bank's $200-million, three-year project to rebuild customer service. He envisions branches as relaxed, comfortable places to check on portfolios and keep up to date with the newest products.

MANAGEMENT STRATEGIES: What was the inspiration for this scenario?

Subscribe Now

Access to authoritative analysis and perspective and our data-driven report series.

14-Day Free Trial

No credit card required. Complete access to articles, breaking news and industry data.