Balancing Digital and Human Connections in Banking

Despite the rise of digital-first and digital-only banking tools, there remains a strong desire for personal interaction in banking.

Many people still prefer human interactions because they inherently trust people more than automated systems. In this episode, James Robert shares a live, real-time example of a failed attempt to connect quickly with a person at Frost Bank, showing that despite claims of easy access to human support, actual customer experiences often fall short.

Key Insights and Takeaways