"High street banks, able to deal with issues in-branch"
What are these branches of which he speaks? "High street" banks are scarcely worth the name, they're closing branches as fast as they can and their approach to the "customer experience" he refers to is about the same as the "user experience" that you can expect when the UX folk take over your preferred software. The whole shower exist solely on the basis that we need to deal with one of them; I don't know that any of them could get customers based on customer service.
Biting the hand that feeds IT
