As customers increasingly carry out basic transactions online, Barclays is ditching the old-fashioned branch cashier, retraining staff as 'community bankers'.
How prophetic the quote by Alvin Toffler "The illiterate of the 21st century will not be those who cannot read and write,
but those who cannot learn, unlearn, and relearn.”
The banks and british Banker's Association will now have to provide opportunities for right skilling the tellers and other employees who manage customer relationship.
This is long overdue. Dispensing cash, processing vanilla transactions has now moved from 'assisted' to 'self service'.
It's a bold move by the most innovative retail bank to follow the Apple Genius Bar model. Helping customers learn to self serve has an obvious pay off.
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© Finextra Research 2014