In 2020, customers increasingly migrated to digital channels as banks reduced branch services to help flatten the covid-19 curve. But as the economy reopens, bank leaders should not assume those digital gains are secure. Banks need to redouble their digital transformation efforts in 2021 to prevent customers from returning to branches to complete their routine transactions.
Listen as digital experts John Findlay (LemonadeLXP) and Rick Jaros (Spinnaker) discuss the current state of digital transformation at the nation’s top banks and reveal key strategies to maintain digital momentum in 2021. Moderated by the ABA’s Senior Vice President of Retail Banking, Lending and Payments, Shelly Loftin, this pre-recorded session provides insights and tactics for:
- driving organizational buy-in and implementation, from the C-Suite to the front line - understanding how providing employees with supporting tools and skills leads to a stronger customer experience - avoiding common pitfalls and roadblocks