Earlier quoted context omitted.
In Belgium, most (big) banks are downscaling physical servicepoints so much it sometimes is almost impossible for people to choose to do business in person. In think in 10 years you will have almost no real bank tellers anymore. That's no problem for most of the people, but I don't think that the right thing to do in the broader sense. There are lots of (technology) illiterate people that needs some kind of physical…
Having a physical presence is a competitive advantage. It's the reason some people stick with Chase or their local credit union in lieu of someone else who is online-only with a higher interest rate. Perhaps in a while most banks will decide it's just not worth the expense anymore, but I don't think it's a foregone conclusion.
The company line is "you don't need to visit the branch ever" which is strange as they keep having to ask us to do things at the branch.
There's no counter service, no business staff, nothing except people to intermediate using the machines or using phone banking.