I've interacted a lot with the larger banks and been flabbergasted at how they view the world.

Banks, big and small, regard the consumer operations of the bank as a cost center, which they should do as little as possible to maintain. In fact - I believe the only reason that they even have public facing consumer branches is largely to get access to capital as cheaply as possible. Every proposed improvement to the consumer experience is viewed in the light of "how is this going to make the bank more money." If a direct line from improving the customer experience to make more money can't be drawn, the bank won't do it.

Long gone are the days where banks provided a core function to the vast majority of society. They just exist to enrich themselves.