The community bank model is built around customer service, but for many bank and credit union customers, the definition of “good service” has been changing over the last couple of decades.
While good service 20 years ago might have focused on having fully staffed branches, today it more likely involves a blend of digital technology and face-to-face contact with staff.
This combination of technology and human interaction, how community financial institutions are using them and other efforts to achieve client satisfaction, will be the focus of a panel discussion next month at the 2019 ThinkBIG Conference in Orlando, Florida. “Client Focus in Your Financial Institution” will feature community bank executives discussing how their institutions are working to drive the client experience and address these technology challenges. The session is among several panel discussions and speaker sessions that are part of the Lending + Credit Risk track at the conference, hosted by Abrigo Sept. 24-26.
Panelists will be Jill Hudson, Vice President & Operations Officer at Vision Bank in Ada, Oklahoma, Brandon McBay, Senior Vice President at Southern States Bank in Anniston, Alabama, and Laura Broderick, Chief Marketing Officer at Abrigo. Alison Trapp, Abrigo’s Director of Client Education, will moderate the discussion.
“During this panel discussion, I expect we will cover some of the tools that financial institutions are using to develop customer relationships, and we’ll tackle some of the pain points that come with trying to address both the digital needs and the desire for personal interaction,” says Trapp.