While necessitated by the closing of branches and the reduction in contact, it has exposed an unprecedented number of users to the potential of alternative methods of self-service banking.
Consumers have become reluctant to visit branches, with 26% saying they want to avoid face-to-face banking entirely going forward. The average user is moving from bank branches to 24/7 access to their accounts – which means they expect a branch-level of instant personalised support and seamless solving of issues.
The truth of the matter is that oftentimes they aren’t finding it.
