Article discusses the generational changes occurring that Banks need to consider in their strategies.  This particular point within the article, is interesting though, because it highlights the conundrum that Bank’s face in making choices. 

Banktech
Eilering, Mount Prospect National Bank: A myriad of retail and commercial customers use our online banking technology. But people in those groups also prefer to come into our branch and receive service in the traditional manner. While that is working successfully, there will be a time when we need to focus on either simply providing high-tech online services or focus on high-touch service in the branch.

Clearly the option of all singing, all dancing complete sales and service on all channels is the best choice for customers, but this is not affordable by mid sized banks with large branch networks, because the scale isn’t there.  So they must make choices, and one key one is “branch centric” or “self service centric”.