The days of planning a trip to one neighborhood bank branch are not quite over, but they are fading into the financial sunset — perhaps, dare we suggest, the AI sunset?
While much remains the same about hometown banks, much has changed in banking overall in the last generation. Indeed, much has changed in the past decade. Has digital banking taken over completely? Turns out not quite, though it appears to be well on its way to doing so.
The Federal Reserve Bank of Atlanta issued a report this past summer that showed U.S. consumers still hanging on to their checkbooks, although checks are written much less often.
One-third of consumers surveyed in the Atlanta Fed’s Survey and Diary of Consumer Payment Choice reported having written a check in the past 30 days. That said, more than 90 percent of respondents reported preferring a method other than a written check to pay a bill, and just 6 percent of that group reported the use of a personal check in 2024.
In 2020, according to the Atlanta Fed’s research, 19 percent of American consumers paid bills by check, compared to just 7 percent in 2024. Other nuggets from the report include consumers ranking checks the second-worst option for convenience and security, ahead of only money orders and cash, respectively.
Like traditional movie theaters and cable TV, checks are hanging on, but with each passing year, more consumers bounce to digital means of payment.
Arkansas Money & Politics spoke to four Arkansas bankers who oversee their institutions’ digital efforts. They dished on the digital movement, artificial intelligence, innovation and more. AMP visited with Larry Casey, senior vice president and chief information officer at Jacksonville-based First Arkansas Bank & Trust; Max Harrell, chief lending officer at Generations Bank in Rogers; Tyler Seidel, vice president of treasury management at Signature Bank of Arkansas in Fayetteville; and Jason Taylor, executive vice president and chief financial officer at Batesville-based First Community Bank.
Arkansas Money & Politics: How dependent on digital banking are customers now? Is it even possible to “bank” anymore without some form of digital banking?
Larry Casey: Digital banking has become deeply woven into the fabric of daily life for most Americans. From checking balances on a mobile app while waiting in line at the grocery store to paying bills late at night or transferring money to a family member with just a few taps, our customers’ expectations have evolved. The convenience, speed and accessibility of digital channels are now fundamental to how people view their financial well-being.
Larry Casey
While it may still be possible for some to “bank” without digital tools, the reality is that digital banking is no longer a luxury or a niche. It has become a necessity for most. Even customers who prefer in-person service often use digital banking for certain transactions. The ability to view accounts, pay bills, deposit checks and even consult with financial experts online is no longer just a competitive advantage; it’s an essential part of the modern banking experience.
At FAB&T, our role is to ensure that digital banking enhances — rather than replaces — the personalized service that defines a community bank. We strive to offer choices: Those who value face-to-face conversations can still visit our branches and speak with a trusted banker, while those who prefer the convenience of digital can access a comprehensive suite of online services. In practice, most of our customers use a blend of both depending on their needs and circumstances. Our goal is to ensure that every customer feels empowered whether they engage with us digitally, in person or both.
Max Harrell
Max Harrell: Heavily dependent on digital banking. A significant majority of our customers are enrolled in online banking. Consumers are driven more and more to digital experiences that transcend industries. The general expectation is clearly already there that the bank must offer some form of digital banking. I don’t believe we’ll see that slow down anytime soon.
Tyler Seidel
Tyler Seidel: Many customers rely heavily on digital channels — mobile apps, online banking, remote deposit, person-to-person payments, etc. — for their day-to-day banking needs. While it is still possible to bank without some form of digital banking, at Signature Bank of Arkansas, we feel it’s imperative to provide digital services to serve different generations by offering the convenience and speed that digitally native generations like Gen Z and millennials expect while also catering to the physical-first needs of other generations through a blended approach.
Digital platforms offer features like real-time alerts, personalized financial insights and 24/7 access, improving the customer experience and helping us remain competitive and loyal to a wider customer base. While banking is evolving, many of our customers still value the face-to-face interactions and tangible services that physical branches offer.
Essentially, we want our customers to enjoy the freedom of banking on their terms, so while we are heavily focused on continuing to evolve our digital banking capabilities to serve the needs of different generations of users, we also know many of our customers love the personal, first-name-basis touch in our brick-and-mortar locations and we will continue to give them that.
Jason Taylor
Jason Taylor: Digital banking has become the primary way many customers interact with their bank. While in-person service will always play an important role, today’s customers expect 24/7 access to their accounts for things like checking balances, depositing checks, paying bills and transferring funds. It’s still possible to bank without digital tools, but for most people, the convenience and efficiency of mobile and online banking have made them a part of everyday life.
AMP: How has your bank been out front in innovative digital banking?
Casey: As a community bank, we pride ourselves on listening closely to our customers and responding swiftly to their evolving needs. Innovation, for us, is not about chasing trends — it’s about solving real problems and making banking more accessible, secure and personal.
FAB&T has led the way in several areas of digital banking innovation. We were among the first community banks in our region to offer mobile check deposit, allowing customers to deposit checks from anywhere anytime. Our online banking platform is designed for simplicity and ease of use with an intuitive interface that puts the most important information and functions front and center. We also offer real-time alerts, customizable account views and secure messaging so customers can stay informed and connected.
One of our proudest achievements is our commitment to digital security. We have invested in advanced encryption, multifactor authentication and regular cybersecurity training for our staff. Customers can bank with confidence, knowing their information is protected at every step, but innovation doesn’t stop at technology — it extends to service. Our digital channels are supported by real people who are ready to answer questions, resolve issues and provide guidance. We host webinars on topics like online security and financial planning, and our digital support team is available to help customers navigate new tools.
In short, we believe that the best digital banking experience is one that feels just as personal as a visit to the branch.
Harrell: We pay a lot of attention to new and innovative digital banking trends. Being a community bank, we desire to continue to support our communities, which include those who prefer a high level of digital engagement and those that prefer a high level of in-person engagement. We have taken the approach that being “out in front” or on the “bleeding edge” for innovative digital bank offerings is not what serves our communities the best. We would prefer to appropriately vet the trend or technology and see how applicable it is to our current customers and future customers while keeping the necessary digital tools and resources up to date and enabled. Focusing on offering the right digital banking services as compared to just offering generic digital banking services is something we try to focus on continuously.
Seidel: Signature Bank of Arkansas is committed to leading the way in innovative digital banking while preserving the personalized service our customers value. We’re investing in technology that makes banking faster, simpler and more secure, from real-time payments and seamless mobile experiences to advanced fraud protection and fully integrated treasury solutions for businesses. Our digital tools are designed to meet the unique needs of every generation, whether that’s mobile-first convenience for tech-savvy customers, robust online services for families or tailored treasury platforms for business owners.
By blending cutting-edge innovation with trusted relationships, Signature Bank delivers a banking experience that keeps us out front — and keeps our customers confident every step of the way.
Taylor: We’ve made intentional investments in creating a seamless digital experience while maintaining the personal service for which community banking is known. Our digital suite includes advanced mobile check deposit, peer-to-peer payments, card management tools and other features that allow customers to manage their finances securely from anywhere. We’ve also worked to integrate financial literacy tools into our platforms, helping customers not only with access but also with making informed financial decisions.
AMP: How will the role of artificial intelligence in banking evolve?
Casey: Artificial intelligence is poised to transform banking in unprecedented ways, but at FAB&T, we view AI as a tool to enhance relationships, not replace them. The thoughtful integration of AI can help us deliver smarter, more responsive service while maintaining the human touch that sets us apart.
AI will increasingly play a role in areas like fraud detection, where machine learning can spot unusual patterns and alert both customers and staff to potential risks faster than ever before. Personalized recommendations — whether for savings, loans or financial planning — can be delivered based on real-time analysis of a customer’s habits and goals. Chatbots and virtual assistants are already making it easier for customers to get answers to simple questions anytime day or night.
However, our vision for AI is grounded in transparency and empathy. We see AI as a way to free up our staff to focus on complex, emotionally nuanced situations that require human judgment and compassion. Routine inquiries and transactions can be handled seamlessly by smart systems, while our bankers are available to support customers through big decisions, life changes or unexpected challenges.
Privacy is paramount. We are committed to using AI responsibly and ensuring that customers understand how their data is being used. Our approach is to be proactive in communicating these changes, offering education and always providing an option for customers to speak directly with a person.
Harrell: AI will have a multitude of use cases. As fraud continues to ramp up and plague the financial system, AI will be used to combat those fraudulent-type transactions. Credit underwriting could be another use case to help predict and assess credit decisions. Ultimately, the goal of using AI will be to help create efficiencies and improve customer relations.
Seidel: AI in digital banking helps us better protect our customers’ accounts, make everyday banking easier, and gives them personalized financial insights. At Signature Bank of Arkansas, we’re exploring ways of using AI to understand our customers’ needs and offer services tailored to them — while keeping the personal relationships and trusted service they count on. Looking ahead, AI also opens the door to new opportunities, from smarter money management to advanced business banking solutions.
Taylor: AI has the potential to enhance banking by providing personalized insights and anticipating customer needs. At First Community Bank, we remain focused on approaches that maintain the trusted relationships and security our customers value. Any adoption of new technologies will be considered carefully with the priority on serving customers reliably and responsibly.
AMP: What is the next big thing in digital banking?
Casey: If the last decade has been about bringing basic banking services online, the next decade will be about creating truly personalized, seamless experiences that integrate banking into every aspect of our customers’ lives. The next big thing is a shift from “digital banking” as a separate activity to “embedded banking” that meets customers where they are, whether that’s on their phone, on a smart device or even at the point of sale.
We see the rise of open banking and interoperability as key drivers of change. Customers will soon be able to connect their FAB&T accounts securely to a host of other financial platforms, tools and services, giving them more control and flexibility. Digital wallets, contactless payments and integrated budgeting tools will make managing money effortless and intuitive. We’re also exploring ways to use data and technology to anticipate needs and offer proactive solutions — reminding customers of upcoming bills, suggesting ways to save or offering support in times of crisis. The future is about empowerment, inclusivity and building trust.
Yet even as technology advances, our foundation remains unchanged: We are a community bank first and foremost. The next big thing is not just about what technology can do but how it can help us nurture relationships, foster financial wellness and build stronger communities. Whether through a friendly face at the branch or an app on a smartphone, our mission is to be there for our customers — however they choose to bank.
Harrell: The next big thing in digital banking is integrating personal communication with digital services. This can be done through a variety of mediums, such as online chat or video chat, in which you get a personal touch while being outside of the physical branch or bank locations. This is available, but I believe adoption will become more and more popular.
Seidel: The next big thing in digital banking is using AI to go beyond transactions and create meaningful, personalized experiences. At Signature Bank of Arkansas, we see this as an opportunity to anticipate customer needs — from protecting accounts and offering tailored financial advice to helping businesses forecast cash flow and plan for growth. By blending AI-driven insights with the personal relationships we’re known for, we’re building the future of banking that’s both innovative and community centered.
Taylor: The future will center on anticipatory banking — meeting needs before customers even ask. That could include predictive savings tools, AI-driven insights for budgeting or more comprehensive financial wellness dashboards. We also expect to see a stronger blending of digital and in-person experiences so customers can move easily between channels without losing continuity of service. Our commitment is to remain out front in these areas while keeping community, service and relationships at the heart of everything we do.
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