As banks modernize their branches and provide more self-service options such as tablets and video-equipped kiosks, Jonathan Velline believes it's important to not minimize the role of the team members in the stores.
"We see in our data that teller and banker interactions increase customer engagement," says Velline, who is executive vice president at Wells Fargo and overseer of its 12,000 ATMs and 6,000 branches. He spoke at the Best Practices in Retail Financial Services Conference last week. "There's a tight correlation - if....