Beth Dumke

With the new age of digital, it has become a rarity that you walk into your bank branch and the teller knows your name, or asks about your family. That kind of service is difficult to replicate through a device or digital channel. So how do you provide a personal and interactive customer experience when you never lay eyes on your customer?
• What initiatives just need to be quick and easy, and what need a more personal approach or attention to detail?
• How do you provider personalization through multiple devices and constant new technology and data?
• How do you best handle customer complaints in a digitally interpersonal yet efficient manner?

Should you cater to the needs of your commercial and retail bankers together or separately? Understanding the different needs of your clients and how to organize them most effectively.
• With a more complex service, how do you address the needs of your commercial clients in a retail driven culture?
• How do you structure your team to answer both sides of your business?