Financial institutions are balancing their investment in physical branches and digital capabilities as consumers continue to demand an omnichannel banking experience. 

“Given the growing use of digital channels, the most successful institutions understand that a balanced approach is needed, where branch locations are complemented by modern online and mobile digital banking options,” Chris Cox, chief operating officer of digital banking solutions provider Apiture, told Bank Automation News.   

In fact, 83% of consumers prefer banks and credit unions that offer a modern digital banking experience, according to a white paper published by the fintech this month. 

Florence, S.C.-based First Reliance Bank is one example of a regional FI working on this balancing act, Cox said. The $1 billion bank has 11 branch locations and offers Apiture Digital Banking Platform’s online and mobile solutions. 

The bank’s combined offerings have resulted in customers giving it a 93% satisfaction ranking, Cox told BAN. 

The following banks and credit unions also selected Apiture to power their digital banking platforms in 2024:  

• $205 million Surety Bank; 

• $2.1 billion FORUM Credit Union; 

• $556 million The New Washington State Bank; and 

• $523 million Redwood Capital Bank. 

Selecting a digital banking platform

While demand for digital capabilities is clear, it can be challenging for smaller FIs to decide what mobile solutions to invest in. Cox recommends spending on the following features to meet consumer needs: 

• Ensure the FI is equipped with Zelle; 

• Financial wellness capabilities;  

• Family banking solutions; 

• Digital support options via voice, text, video, chat and screen sharing; and 

• Biometric authentication.  

It is important to give “consumers a choice of modern digital support options,” he said. 

Register here for early-bird pricing for Bank Automation Summit 2025, taking place March 3-4 in Nashville, Tenn. View the full event agenda here.