Jul 23, 2020

Webinar: Covid-19 Impact on Banking Customer's Interaction and Satisfaction

Financial institutions (FIs) are dealing with a changing customer experience across all their service lines. Ventus sponsored a panel with ATM Marketplace “How Covid-19 has impacted financial institutions with customer interaction and satisfaction” to share insights from across the industry. 

The panelist Staci Shedd, Head of Customer Experience and WOW! Employee Engagement Strategy and Support, TD Bank; Cory LeBlac, Chief Digital & Innovation, Origin Bank; Leslie Moreno-Martinez, Sr. Manager of User Experience & Design (UX), CIBC; and Shpend Ibraimi, VP Managed Services Solutions, Cardtronics were moderated by E.J. Kritz from ath Power Consulting. The panel shared many great insights into how they have been handling the customer experience in the age of COVID-19.  E.J. led off the discuss with some highlights from a study ath Power Consulting conducted of bank customers opinions of customer interaction and satisfaction, as well as, their priorities post-pandemic.

Some ath Power Consulting Survey Take-Aways

  •          46 percent more likely to use an ITM than a live teller post-pandemic, if given the chance

  •          4 percent more likely to transact at an ATM

  •          25 percent more likely to use a mobile device

They discussed that delivering personal banking services via ATMs, ITMs, drive-thru, mobile, and in branch banking throughout the pandemic has challenged their approach to customer experience and the ability to deliver personal banking across the different channels.

The panelists also address questions from the attendees including:

  •          As customers look at more options for wealth management do you see a bank’s representatives transcend to be financial advisors?

  •          Are any of panelist currently using video technology for branch lending or virtual branch?

Stace Shedd, TD Bank Head of Customer Experience summed it up with, “Know your customer, make transactions easy!” At Ventus our dedication to providing secure, resilient networking solutions for ATMs, ITMs, digital signs, branch Wi-Fi, and branch networks to ensure uptime across FIs’ service platforms allowing them to meet customer expectations and making transactions easy. Working with customers to provide Branch ATM Network Isolation implementation the Ventus Managed Network-as-a-Service (NaaS) provides a managed dedicated, dual data center, fully redundant private network for the branch ATM separate from the branch network. This strategy reduces the PCI compliance footprint and provides business continuity for ATMs versus a segmented network strategy.  Additionally, Ventus leads the industry in network designs for ITMs. As FIs look to the future of potential deployments of ITMs, Ventus provides custom network designs specifically for video and ATM services that deliver the highest levels of customer experience.  

See it all… Watch the Webinar!