Since the onset of the COVID-19 pandemic, consumers are more prone to choose self-service options to access their money safely. Although many customers embraced digital opportunities during the height of the pandemic, others were more than ready to return to their bank branches once it was feasible.
For some, however, the pandemic, sped up permanent digital adoption, which is why
"It's been a really difficult year for everyone around the world with COVID and social distancing and isolation going on,"
Johnson, who outlined the various hardware for branch evolution, also discussed the research
"Those in the face-to-face group prefer direct interaction; digital natives prefer self-service and digital channels for conducting most of their banking needs; the mixed preference group is a combination of the other two," he said. "One thing that is consistent across all groups is that consumers want to transact in a way that's most convenient for them. Financial institutions need to look for ways to make transacting more efficient and more than just a place to transact; it should be a place to get advice, ask questions and solve problems."
After covering self-service options,
"We help branches build efficiencies and innovate within the same channel," Watkins said.
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