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Concise & essential post. Consistency is a missing link in the chain across all regions. Online banking, ATM screens, Smartphone App all should provide the same unified customer experience and personalised services. So far all self-service banking channels are usually disparate and rarely of the same quality :(

Ketharaman

In the past branches used to be one of the most reliable ways for financial institutions to grow new banking relationships. Not anymore.

I maintain active accounts in six banks across five countries. But I visit a branch only if I am forced by the bank to do so. Four out of six cases I have visited branch only once. In one case I managed to entirely escape branches using online banking+call centre only.

For myself I would select the best financial deal only from the list of banks with an adequate online banking and good reputation (guess where would I look for the info).

Bestest

VK