Expanding on that, the real challenge isn't just maintaining dual systems but ensuring they communicate effectively. In banking, for instance, digital platforms often fail to integrate seamlessly with branch services, frustrating customers who need both. This fragmentation can erode trust in institutions that are supposed to be reliable. Over time, the cost of supporting outdated technology might incentivize pushing people toward new systems, regardless of readiness. Thoughtful transition management requires more than just offering both options. It demands active efforts to bridge gaps, like training staff to explain digital tools in person or designing upgrades that don't obsolete existing infrastructure overnight.