Greg McBride, chief financial analyst at Bankrate.com, says the shift from brick-and-mortar to digital banking channels will help spur more widespread adoption of video banking platforms. Many analysts agree with him and are convinced that video banking will become commonplace for many reasons, but one compelling reason is that some problems can simply be easier to resolve if two people can see each other and share screens.
According to McBride, consumers who tend to prefer branches will have the greatest propensity to use video banking platforms, although users in digital- and self-service channels will also leverage video chat if/when they get stuck.
Key Takeaway: Many observers predict that video will play an important role in many CUs’ channel delivery plans in the months and years ahead. Our real world experience has already shown that this is not an idle prediction – we have seen rapid adoption of our Flexible Branches video meeting module in 2021.