Upgraded ATMs, mobile apps seen as key to banking future

02/7/2013 | Wall Street Journal, The

Banks are betting on investments in more sophisticated ATMs and mobile applications to boost profit and improve customer satisfaction, Michael Hickins writes. For example, ATMs are being upgraded with the goal of taking "everything that happens in the teller line and make it more like what happens in airports," with roving employees available for customer assistance if necessary, says Guy Chiarello, chief information officer of JPMorgan Chase. The shift is taking place across the industry, Hickins writes, and is therefore unlikely to create competitive advantages for any bank.

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