> also worth noting is that a significant portion of a large bank's customers are over middle age and still want high-touch in-person and phone interactions in a financial institution.

I'm a millennial. For some banks I vastly prefer phone interactions just because their customer service is so fast and awesome; little to no hold time needed. Calling Discover Bank or Schwab has always been this pleasant. I've even become so lazy that I'd just call them to ask for a workaround for their UI bug. The same cannot be said for most other banks, like Bank of America. If I discover a bug on their UI, I'd rather get into the software engineer's problem-solving mode and figure out a workaround by myself, assuming Googling the issue doesn't work.