The Financial Brand recently surveyed knowledgeable industry experts on how the coronavirus may have changed in-person banking forever. Here are a few sample responses:
David Horton, Managing Director, Global Head of Innovation for Thynk Digital: “Long term, I do not see too much [downward] impact on the role of the branch when providing advice on complex financial products like mortgages, insurance and investing, as the ‘human’ element is still very much in demand by the consumer.”
Bob Meara, senior analyst with Celent’s banking practice: “Money is a sensitive, emotional and complex topic. People will continue to value traditional face-to-face interaction for such matters.”
Steven Page, VP of IT, Marketing and Digital Banking for SafeAmerica Credit Union: “Touch, smell and the pure simple optics of a branch will be critical. The institutions that take it seriously will be the winners.”
Key Takeaway: Members will always want to meet with your staff, so every CU will need to do their best to help ensure that these interactions are done safely and efficiently. Our solutions, the Mobile Appointment Booking Tool, Online Queuing and Kiosk 5 with its “text me when I am soon to be served” feature, are designed for CUs looking to accomplish these goals.