Branch Transformation

How banks can balance automation, human connection with ITMs

A Diebold Nixdorf webinar dives into how financial institutions can use ITMs successfully while keeping the human connection.

Photo: Adobe Stock

February 27, 2026 by Bradley Cooper — Editor, ATM Marketplace & Food Truck Operator

Summarize with

One of the biggest innovations in the branch is the interactive teller machine as they serve a crucial role in automating certain tasks typically performed by a teller. However, branches also need to keep the human connection while deploying self-service banking solutions. How can they accomplish this balancing act?

A webinar hosted on ATM Marketplace and sponsored by Diebold Nixdorf analyzed this topic in depth with Bradley Cooper, editor of ATM Marketplace, as moderator and panelists Scott Weston, senior manager advisory services, Diebold Nixdorf, Ashley Anthony, senior solutions manager, banking, Diebold Nixdorf and Jimena Valdes-Walls, SVP of member experience, Vantage West Credit Union.

ITMs were first introduced 15 years ago as a way to offer in-branch video banking. Since then, they have become a far more integrated part of the branch experience.

Valdes-Walls said Vantage West Credit Union were able to "remaining the teller position to a relationship banker through ITMs." By doing so "they shifted the mindset of bankers from transactions to interactions."

This tactic was crucial as many younger customers prefer having a machine to interact with for basic transactions. However, there was a downside to this, as many members became upset with the machines over fears the credit union was replacing employees with ITMs.

Valdes-Walls said employees had to inform members that this wasn't the case. In order to transition customers to the ITMs, Valdes-Walls said the credit union didn't give members an option. The ITMs are front and center, with employees nearby to help customers use the ITMs.

The webinar also addressed that in many cases, age and income are both good indicators of how receptive customers will be to ITMs, with more affluent and younger customers showing a greater propensity for the devices than other groups.

The video technology component is still a key part of the ITM as it provides a human connection with a self-service device, and can reach customers during extended hours.

During the webinar, the panelists discussed several topics related to ITMs and self-service banking including:

How to hire video agents.
Establishing clear business rules.
Ensuring ITMs improve the customer experience.
Cross-selling over video.
Realigning tellers to relationship managers to keep the personal connection with customers.
Whether ITMs can be deployed in a retail environment.

Click here to listen to the webinar in its entirety.

About Bradley Cooper

Bradley Cooper is the editor of ATM Marketplace and Food Truck Operator. He was previously the editor of Digital Signage Today. His background is in information technology, advertising, and writing.

Connect with Bradley:

Included In This Story

Diebold Nixdorf

As a global technology leader and innovative services provider, Diebold Nixdorf delivers the solutions that enable financial institutions to improve efficiencies, protect assets and better serve consumers.

Request Info

Learn More