Wells Fargo wants to keep human touch in its business

03/18/2013 | AmericanBanker.com (free registration)

Wells Fargo believes it's important to preserve human interaction with customers as banks seek to install more technology-driven self-service options in branches, says Jonathan Velline, an executive vice president. Customers who use four channels are 1.8 times more profitable than those who only tap into one, and the bank's goal is increasing customer engagement within all channels, he says. "I love it when customers visit tellers, ATMs, branches, mobile and online," he said.

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