Grant Karsas

With digitization being a necessity to meet customer expectations in an increasingly digital world, the financial industry needs to embrace their local and relationship building “roots.” Banks need to identify relevant solutions and strategies to bring the warmth of the in-person to the digital experience.

Listen to finance leaders discuss the importance of how to evaluate new features that can help build a deeper relationship with their customers.

• Understanding which aspects of physical banking interactions should be translated into digital
• Prioritizing and testing your UX for ease of use and accessibility
• Using data and transactional history to best understand customers’ needs and offer them the right product at the right time
• Identifying the best moments to implement self-service (i.e. digitally depositing a check, etc) versus when to offer more in depth discussions and support (i.e. preparing for college loans, readying for retirement, etc.) 

Digital transformation potentially requires the use of many new technologies, which can replace legacy systems and entrenched practices. Due to this, the adoption of the technology at the onset is critically important to ensure it is most effective for your business goals.

• Defining why, how and where a new technology can be used within the transformation cycle to encourage uptake
• Maintaining organizational momentum after onboarding new technology by implementing proper training and check ins to avoid lapsing to older practices or not using the tech to its fullest
• Incorporating feedback from employees who will come across use cases that were not considered in the pilot
• Continually assessing, problem solving, and sharing results in a transparent manner to garner trust
• Providing real time use cases for the organization