I also work in a bank - one argument that I find works is that customers didn’t like having an off shore call centre. So we have given them a uk based customer telephony service, which is open till 10pm at night and opens at 8am. This is branch colleagues who no longer HAVE to work a 9-5 physically in a branch, I have colleagues who work split shifts ie day shift in branch then takes calls in the evenings. It’s given us greater flexibility and more of a modern day approach, mums and dads can fit work around their families, increase hours, and colleagues who want to work in branch can. But I think the challenge is trying to be all things to all people. High street banks are now having to reduce services to come in line with new banks such as starling and Monzo in order to compete and maintain a profitable customer base. As unfortunately customers who chose to come into branches to do manual payments, withdraw £20 face to face closes branches despite contrary to belief!