CIMB Niaga PIK, Jakarta

By 2023, CIMB Niaga had already established the Digital Lounge as a new model for self-service banking. PIK represented the next evolution: bringing the convenience of digital banking together with the human expertise still needed for more complex, considered or personal conversations.

Located in a young, digitally fluent part of Jakarta, the branch needed to support both behaviours without separating them into different experiences. Customers should be able to move independently through digital services, engage with staff when needed, or transition naturally between the two.

Greater Group designed and built PIK around an agile customer journey rather than the conventional sequence of counter, queue and consultation. Self-service technology, interactive touchpoints and staffed consultation coexist within one environment, allowing customers to choose how they bank and how much assistance they need.

The digital experience begins at the façade. An integrated digital shopfront creates an active brand presence from the street, while inside, flexible planning and immersive elements connect digital interaction with more personal service spaces.

Rather than technology being a separate layer within the branch, it becomes part of the architecture and the customer journey, creating one connected experience across digital and human service.

PIK established a hybrid branch format for CIMB Niaga, evolving the principles pioneered through its Digital Lounges into an environment where self-service and human consultation work together.

The result gives customers greater control over how they bank: independently when convenience matters, personally when expertise matters, and seamlessly between the two. PIK demonstrates the next stage of CIMB Niaga’s retail transformation, not replacing the physical branch with digital, but redefining what the branch is there to do.