Digital-First Banking Tracker® – September 2021

Answering Phones And Online Service: The Case For The Human-Centric Digital Bank

Digital-First Banking Tracker® – September 2021

Digital banking may be all the rage, but customers still want personalized service that comes with human interaction — at least some of the time. In the Digital-First Banking Tracker, a PYMNTS and NCR Corporation collaboration, Simmons Bank’s Sabrina McDonnell discusses the balance needed to be a human-centric digital bank.

Inside the September Tracker

  • An interview with Sabrina McDonnell, executive vice president and chief customer experience officer at Simmons Bank, on how access to digital banking paired with human interaction can help satisfy digital-first customers
  • The latest developments in digital banking, including why 83 percent of financial services leaders are implementing cloud-based technology as part of their infrastructure and why just 17 percent of consumers expect to use a digital-only FI as their primary banking institution next year
  • A Deep Dive analyzing how banks can add a human touch to their digital-first services to help emphasize personalization

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