Transcript
We haven’t really talked much about the investment side in terms of branch versus digital, right? I think that’s a big thing when we talk to clients about digital. They just think, “I’ve got a digital origination process. Box is checked. I move on.” But that’s not really the case, is it?
No, it’s not. I mean, you can still look at most organizations in this country, at least on the consumer side, less so on the commercial side.
Sure, sure.
Two-thirds of delivery expense is going to be sitting in the branches, right?
Right.
And you may have another 10% in digital, 10% to 15% in a contact center, and then some percentage in ITMs or ATMs.
Sure.
One of two things has got to happen. Either we’re going to continue to invest in digital, and that’s going to balance out over time as behavior changes, or we’re going to have to figure out how to take from some of those other investments and pull back to fund the growth in digital.
Right.
What’s the appropriate mix in the future? My crystal ball is no better than your crystal ball. All we can know is the train has left the station, it’s moving down the tracks, and those that are going to fight it are the ones...
Yep.
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