And as the branch disappeared, so did the teller. ATM had been an innovation within the existing world of physical banking, and thus its replacement of the bank teller could inevitably only be partial; as long as people were still visiting the bank branch, it was useful to repurpose tellers as “relationship bankers.” But when branch visits declined that stopped making sense. The iPhone represented a wholly different way of banking, and within it there was no real need for the bank teller: and so a large institution like Bank of America was able to reduce its headcount from 288,000 in 2010 to 204,000 in 2018.
Effective closure of the narrow waterway could spell trouble for many developed economies
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This was not a long-delayed ATM shock: the ATM had reached full saturation long before. It was, rather, the effect of another technology, one that had nothing to do with banking. It was a product of the iPhone.