Finding the balance between high-tech and high-touch

Industry Insights: Finding the balance between high-tech and high-touch

It’s been a couple of decades since Bill Gates said, “Banking is necessary. Banks are not.”

Now that so many formerly branch-only transactions can be done online, with a smartphone app or through a fintech provider, do financial institutions still fit into the mix? And does anyone know where the optimum balance is between high-tech and high-touch?

Traditional banks and credit unions are grappling with the complexity of making both in-person and digital customer experiences seamless, efficient and personalized. Interactive teller machines (ITMs), artificial intelligence (AI), automated chatbots and appointment setters are a few of the innovations financial institutions are trying to bring a human touch to digital interactions. Meanwhile, branches are being re-engineered and remodeled to make them more streamlined and appealing.

We’ve rounded up these recent articles to help you take a close look at how industry innovators are bridging this gap and meeting the needs of both digital natives and brick-and-mortar fans:

About the Industry Insights Series

Alogent’s Industry Insights—this blog and the companion newsletter series—track insights into transformative financial technologies as they happen. Our diverse team of experts pulls the threads together and weave in thoughtful—often actionable—analysis to help banks and credit unions keep their competitive edge and meet new generations of consumers where they’re going next.