Technology in banking. New opportunities or just another way of alienating the customer

There can be little doubt that the influence of technology is fundamentally changing the nature of the relationship between our High Street banks and their customers.

Technology in banking. New opportunities or just another way of alienating the customer?

Doug KomiliadesFDS International Limited, UK

GROWTH OF ANSWERING TELLER MACHINE USAGE

Figure 1 shows that in the UK the number of ATM's increased by 10% in the early 1990's, that the number of withdrawals through ATM's increased by 24% and the value of these withdrawals by 40%. Over the same time period there was a 6% decline in the number of bank branches. See Figure 1.

Our comparison in Figure 2further highlights the increasing use of ATM's by showing that individual bank...

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