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ATMs Take A Leading Role As Banks Pivot Post COVID-19

COVID-19 and the resulting lockdown put severe limits, both real and psychological, on the options for physical interactions. Many bank branches closed or adopted extremely limited access policies to minimize face-to-face contact as part of their COVID-19 strategies. During the lockdown, the movement toward self-service transactions accelerated as those customers who had not yet adopted digital channels were pushed to do so.

This white paper examines the effect the pandemic has had on the distribution strategy of banks and credit unions, the challenges they are now facing and practical insights and recommendations for dealing with these challenges.