In just the last 15 years, the number of bank branches in the U.S. has plummeted from nearly 100,000 to just 77,500. This is more than an effect of the COVID-19 pandemic. These closures reflect a broader trend of banking in the digital age that prioritizes digital space over brick-and-mortar establishments. But even as the use of chatbots and apps grows, in-person interactions are an essential component of providing the best possible care for members.