Cover for the March 2023 PYMNTS and NCR "Digital-First Banking Tracker: Banking's Evolution From Digital-Plus-Physical to Digital-Everywhere"

Bank Customers Help Guide Transition to Digital-Everywhere Banking

Banking’s Evolution From Digital-Plus-Physical to Digital-Everywhere

Consumers expect access to banking wherever they are, yet 37% want to retain access to physical branches, says Barb Jacklin, Wintrust senior vice president, head of retail product and digital customer experience — which means delivering a digital-everywhere experience without losing the human touch. Read more in the “Digital-First Banking Tracker®,” a collaboration with NCR.

Inside the March Tracker

  • Physical interaction still drives value when the right approach is taken, according to Barb Jacklin, head of retail product and digital customer experience for Wintrust Financial Corporation.
  • As consumers leverage mobile apps to access banking wherever they are, FIs must determine how to use their physical footprints to provide the support customers need.
  • Banking customers are reaping the benefits of a more digitized industry, and as FIs adjust their strategies to stay competitive, streamlining omnichannel with a human touch is crucial.

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