Blog

As we soon enter the Covid-19 post-pandemic era, large populations of people are now weary of the constant digital-everything world they were forced into over the past year. Studies reveal people will still hold onto a certain degree of online convenience for certain things, but they are also looking forward to moving forward toward more physical, face-to-face interactions – especially for things that they categorize as important to their lives. One of those areas of importance is their finances. While they need and love the convenience, many consumers have grown to view digital online banking as a “less legitimate” way of handling their finances, depending on what they are doing. For things beyond simply checking their account balance or paying a bill online, their preference is increasingly more and more for in-person functions in a branch. Why? Because they want expert advice and assurances from a personal trusted source that mobile apps and online interfaces cannot provide. Financial institutions need to adapt and be optimized to better deliver the right services. Routine and simple transactions can easily be handled online as consumers well know and expect. Therefore, branches need to move away from a largely transactional past to an interactive future. The aim is to build vital relationships with their customers.