Welcome to the Executive Innovation Show Podcast, brought to you by One Touch Video Banking. During this podcast hear host Carrie Chitsey, talk about digital banking trends in 2021. Listen to this episode of The Executive Innovation Show Podcast as we discuss how banking has changed significantly in the past 12 months and what’s on the horizon. 

Carrie Chitsey led the CRM Financial Services practice in Big 5 Consulting and then went on to own a financial services contact center. She has advised some of the largest banks in the US. Since founding one of the first mobile companies in the US in 2008, she is known in the industry as a leader in digital/mobile innovation. 

Named Top 50 Mobile Executives in the US, Top 100 Female Founders, and Top 40 Marketing Execs in the US. She hosts a podcast “The Executive Innovation Show" and is published in many magazines and online resources.

Learning Lessons From COVID 

• Digital is Key
• Updated Branch Design & Reduction
• Digital Acquisition is a Necessity for All - Community Banks and Credit Unions Included

Banking Trends in 2021

Virtual Workforce 

Your essential tellers and things like that will stay in physical locations, but as we look at relationship managers, business lending, loan officers, and more, we're going to see a shift to working in a hybrid model. 

Remote Advice 

In 2021, we’re going to see a lot of remote advice. As we look at those high margin products, servicing high net worth individuals, a lot of people have moved from their local demographic. Businesses are relocating entire headquarters from California to Texas. Customers and members might not be in a position where you're by your local bank. 

Video Banking 

Every industry has seen such a rise in video and video conferencing. From school to work meetings, most people are now comfortable being on video. Having those video interactions from a banking perspective can move the needle on the acquisition side, increasing conversion rates by 3X. Video banking can help you with your NPS and C-SAT scores while  increasing wallet share by up to 20%. 

Digital Footprint 

If we go back down to state closures, people are going to want to open accounts, do everything online and not have to come in physically to keep themselves safe and to keep you safe. During pre-COVID, it was a convenience factor, and today convenience is still king, as well as safety. 

The Time for Change is Now

For more tips on how to grow from a servicing perspective - increasing wallet share, retention, NPS, C-SAT, acquisition perspective, and to learn how to reach people better while developing higher conversion rates, subscribe to the podcast. Stay tuned for all the special guests we have coming in 2021. And we look forward to helping you make 2021 great and a heck of a lot greater than 2020. Stay tuned for the next episode. 

If you have any questions for this podcast if you want to ask our next guests that are coming up, feel free to submit questions, let us know what you want to hear for the banking podcast in 2021. 

Download the playbook and stay tuned to our weekly episodes of the Knowledge Knugget to learn more best practices and tips on how to incorporate video banking and digital transformation into your bank or credit union.

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