Without a doubt, digital channels are truly helping members handle many of their transactional banking needs during the current coronavirus pandemic. This increased online/mobile transaction volume has led some pundits to suggest that post-pandemic there will be little to no need for branches. But as long-time banking consultant Dave Martin wisely points out: “what customers desire is access to bankers. Customers do not miss the buildings. They miss personally interacting with and being assisted by actual bankers.”

Key Takeaway: Even your most fervent digital-first members are not digital-only – most still desire face-to-face human contact in your branches when making important financial decisions.