In reply to Jason R..

Jason R., thanks for your comments. I am a fan of online chat but don’t have the patience to stare at a screen waiting for a reply. When that happens, I leave the page and move on to something else. In this age of digital business, I wonder when my bank will transform to give me that instant response I expect. I’ll be on the lookout for that.

Will video banking reduce the number of branch visits? Branch transformation in the age of digital business—that’s a whole other, but related, area that I will blog about in the near future.