America’s top banks have decided not to let a good crisis go to waste. During the pandemic, they have capitalized on their customers’ increased willingness to use digital financial services. By May, more than 45 percent of Americans had changed the way they dealt with their bank, a survey of 1,000 people by consultancy FIS found.
“We’ll be directed by what our customers tell us,” Ms Mack says of its future branch strategy. “If what they are telling us is we won’t be using branches any more because we have gotten really comfortable with great digital tools, then we will respond accordingly.”