---
title: Balancing Digital and Human Connections in Banking
description: Despite the rise of digital banking tools, many people still prefer human interaction due to greater trust in people over automated systems. In this episode, James Robert shares a real-time example of a failed attempt to quickly connect with a person at Frost Bank, highlighting the gap between promised and actual customer experiences in accessing human support.
---

[Best Bank and Credit Union Podcast](https://www.digitalgrowth.com/podcast)

# [Balancing Digital and Human Connections in Banking](https://www.digitalgrowth.com/podcast/banks-credit-unions-fintech-balancing-digital-human-connections)

 Written by [James Robert Lay](https://www.digitalgrowth.com/podcast/author/james-robert-lay) | July 30, 2024

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.

**         
<https://podcasts.apple.com/us/podcast/banking-on-digital-growth/id1498837117>          <https://open.spotify.com/show/6ml7uCQ7HoVvWTYUNpdUfS>           <https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkLmF1c2hhLmNvL1d4RFpLSDU3bU5HZw>**

 

## Key Insights and Takeaways

- Insights from Website Secret Shopping Studies (03:14)
- Case Study: Frost Bank's Human-Centric Approach (12:44)
- Live Experiment: Testing Frost Bank's Customer Service (20:13)

[View full post](https://www.digitalgrowth.com/podcast/banks-credit-unions-fintech-balancing-digital-human-connections)

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