Focusing on the customer experience has always been a priority for community financial institutions. As we navigate this new “normal,” the way that experience is delivered must expand. While digital delivery of banking services has been on the rise, the COVID-19 pandemic just may be the tipping point for the digital banking experience.
Prioritizing Strategic Planning
You’re probably already aware that the 2020-21 strategic cycle will prove to be the most important in more than a decade. Banking – and the world at large – has seen tremendous change because of the COVID-19 global health crisis. Customer behaviors are shifting, as are their needs and expectations. The economy is uncertain. Financial institutions are feeling the earnings pressure and organizations must be agile to address and face these challenges in the months and year ahead. It could mean the difference between success or merely surviving.