The most positive changes to come about in my 30-plus years in banking are mostly related to technology improving the delivery of banking services. ATMs, 24-hour phone banking and certainly the Internet and online banking allow customers to access and manage their accounts well beyond the branch and traditional banking hours

On the more negative side, banking has become such an over-regulated industry that it is difficult to provide the level of personal service that was common in the community banks of 20 years ago. Certainly, regulation and oversight are important in ensuring that banks are well-run, but we’re nearing the point now where over-reaching regulations are creating barriers to service, ultimately hurting consumers and banks, in my opinion.