Branches are here to stay, but digital is more important than ever
While some credit unions are doubling down on branches, they still recognize the need to keep up with the Joneses in the digital space.
Most bank and credit union CEOs agree that there will always be a need for branches, but it is unquestionable that foot traffic has decreased during the past several years – a trend that was only accelerated by the pandemic.
And that means that having a strong digital banking presence has never been more important.
“You need an excellent mobile experience to lead with, while maintaining the ability to provide excellent service at the branch level,” Greg Kidwell, president of Pathways Financial Credit Union, a $630 million-asset lender in Columbus, Ohio, told Tyfone. “But in terms of recent investments, mobile is where the investment has gone.”
Glenn Grau, senior vice president of sales for the Pittsburgh-based branch design company PWCampbell, said there is definitely a strong move toward marrying technology with the physical environment.
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