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Channel Changers: The Rise of the Universal Banker

SOME CUSTOMERS WALK into the PNC Bank branch that Dan Bishop manages in Malvern, Pa., and immediately notice what’s there: someone to greet them, an Apple-inspired consultation counter that has iPads and large, flat-screen monitors, and an ATM wall with a high-tech look that silently communicates the machines’ advanced functionality.

“Assisted self-service is the way it will end up fairly quickly,” says Kevin Travis, who leads the distribution practice at the consulting firm Novantas. “As far as I can see, the teller line is gone.”

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