Customers still want brick-and-mortar banking

TANDEM APPROACH: Mark K. W. Gim, president and chief operating officer of The Washington Trust Co., said focusing on operating physical branch locations in tandem with digital offerings allows the bank to maintain its customer flow.
 / PBN FILE PHOTO/MICHAEL SALERNO
TANDEM APPROACH: Mark K. W. Gim, president and chief operating officer of The Washington Trust Co., said focusing on operating physical branch locations in tandem with digital offerings allows the bank to maintain its customer flow.
 / PBN FILE PHOTO/MICHAEL SALERNO
It started with drive-through banking lanes. Then it was automated teller machines – ATMs. Hailed as the future of banking, many thought the days of face-to-face interactions with tellers were numbered. But customers kept coming. Now, it’s mobile banking. Easy and ubiquitous, apps offered by both traditional banks and mobile-only models allow customers to open…

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