Financial institutions blend digital services with personal support to enhance customer experience

Financial institutions are adapting to a digital-first banking environment while recognizing the need for personal support. Many customers appreciate online services, but some still prefer face-to-face interactions for guidance and reassurance. Affinity Federal Credit Union has implemented a hybrid model that combines digital banking with in-person services. This approach allows customers to choose their preferred method of banking, whether through branches or online platforms. To assist less tech-savvy customers, Affinity offers educational resources, including YouTube tutorials. The goal is to make digital banking accessible while maintaining the human connection that some members value.