The banking universe is made up of two distinct worlds. 

There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions — who are just now playing in the big leagues thanks to new technology. 

In this CXNext episode, Ben Wells, Digital Banking Officer, AVP at Decorah Bank & Trust in Decorah, Iowa, joined us. Ben and I discussed how high-touch relationships coupled with top-shelf technology are changing the world of retail banking.