A number of customers may still prefer the personal touch of coming into the branch, but I’m also willing to bet that an increasing number of your  BIS central bankers’ speeches  5  customers expect to be able do business electronically when it is convenient for them, not necessarily during the bank’s regular business hours.
Going back to the automated teller machine and continuing through telephone banking, internet banking, and now mobile banking, the banking industry has strived to deploy technology to be more cost-efficient while meeting customer needs.