Neale Richmond (Dublin Rathdown, Fine Gael) | Oireachtas source

The question must be asked then: why was the level of preparation not put into place to prepare for this change, given the backlash that came? Dr. Hunt has been very open with his regret in that regard, but surely this could have been foreseen. What level of preparation was put in to engage with customers that this was on the horizon, namely, genuinely working with customers rather than trying to sell them things, trying to convince them that banking is changing and that AIB wants to bring them along to modernise and provide them with a better product and service but also to future-proof the model of banking? There must have been a serious gap in the preparation for this move that led not only to the seismic size of the backlash, but such a quick reversal. What work has been done by the bank to realise why this mistake was made and how can Dr. Hunt ensure that it will not be made in other areas or, indeed, related areas? He said, rightly, that there will be less demand for cash services in branches, but there are people who need to be brought along in the process to embrace digital. They need to be not just sold something, but educated and included.