Some observers are pointing out that there is really no need to engage in any “digital versus branch” debates. Members want to trust that you can meet them wherever they are: in the branch, at home or on the go.

It is all about convenience and what is the most appropriate way to handle each member’s particular issue.

Online and mobile banking are well suited to basic transactions, while video and face to face are often preferred for financial advice and more complicated issues.

Key takeaway: We have long recognized that members want both digital and branch options, so our solutions are designed to strike a balance between the personal interaction that is important to your members, while also providing digital options that many members desire.