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As the coronavirus crisis ensues in the US, digital remains the most accessible way for many customers to do their banking. We spoke with Allison Beer, head of digital at Chase, about how the bank accommodated a higher volume of digital users this year, and what to expect in 2021. Insider Intelligence publishes hundreds of research reports, charts, and forecasts on the Banking industry with the Banking Briefing.As the coronavirus crisis stretches into its 10th month in the US, digital remains the most accessible and convenient way for many customers to do their banking. New users have now had ample time to try digital tools—and build long-term habits around using them.
II: Chase expects consumers to continue using digital banking tools more frequently in 2021. What impact will the increased use of digital have on branches?We don't expect a significant impact. The majority of our branches have remained opened since the start of the pandemic. While our customers banked more digitally during COVID-19, they also continued to visit our branches, as many people want the personal interaction that comes from meeting with their banker or financial advisor.
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