ATM: Positive Disruption

Recently, I read a Capgemini report which mentioned how the proliferation of technology helped generate jobs. ATM cards at one point of time where disrupters in the banking industry. There was a fear that they would take away jobs from tellers. However, opposite happened. As ATM usage became ubiquitous, tellers in banks were more productive in other aspects of service. Increased familiarity with the usage of ATM led to fewer footfalls in the bank of customers who only came to withdraw or deposit cash. It helped the bank to allocate resources more efficiently. In turn, not only tellers but other employees at the bank become more resourceful and hence more productive. The marginal productivity of the employees increased which helped bank branches to become more profitable through a more focused approach to discuss clients needs. This could be emphasis on personal investment products,  better customer relationship management etc. This led banks to open more branches which resulted in the increased employment of tellers and other service representatives. It very difficult to envision effect of the emergence of disruptive technology over the short-term without looking at potential consequences over the long-term.  One of the themes dedicated on this blog would be technology…