As Western Massachusetts banks merge and add technology, customers still demand face-to-face service

  • “’People still need to see you,’ said John F. Heaps Jr., president and CEO of Florence Bank, who will retire in May after 25 years of leading his bank. ‘I’ve used to term ‘bricks equal clicks.’
  • Maybe soon you can get advice not from a machine, but through a machine. Holyoke-based PeoplesBank is one of the banks installing higher-tech teller machines that connect users via video with staffers working in a remote location.”

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