Customers should be at the center of the digital strategy. Knowing and understanding their needs is critical. It is also important to remember the generational gap. What works for some may not work for many. For example, offering a chatbot. While it is both cost-effective and efficient, the option to engage with a live person must always be available. A digital transformation doesn’t take out the human element completely … it simply makes a more seamless experience. Examine the customer experience. Banks must prioritize a user-friendly digital interface across all channels. This includes online and mobile banking, online account opening, loan applications and bill payments, to name a few. Let the data be the driver. A key component of digital transformation is the ability to gather better data and leverage it. Use this data for more personalized experiences, risk mitigation and marketing opportunities. In fact, 70% of customers emphasize the importance of personalized offers in banking.2 Take an in-depth look into all current systems. Do current vendor partners offer modern technology to support digital initiatives? If they do not meet requirements, it may be time to consider other vendors. Every digital transformation strategy should include partners who drive innovation and propel institutional growth. Invest in modern technology solutions that support future success. Embrace cloud computing, open APIs, AI and robotic process automation. Finally, do not forget about the employees. Change is hard; there is no doubt about that. However, the team plays a critical role in the success of every technological initiative. Education and training are pivotal in giving employees the knowledge they need to leverage new systems effectively. They will be the biggest advocates when it comes to speaking with customers to convey the positive impact of the new digital solutions. By embracing innovation with modern technology and collaborative partnerships, your bank can navigate a digital transformation with confidence. Remember, this transformation is a marathon, not a sprint. With the right technology and partners, every bank will continue to evolve, setting up for future growth and success. With over 25 years of financial industry experience, Megan is passionate about helping her clients achieve sustainable growth. She has spent the last 10 years of her career advising financial institutions on all facets of strategic thinking and planning. She analyzes and interprets data and financials to provide insights and actionable recommendations to help financial performance. “You can never have enough data” is one of her mantras. As a strategic consultant for Engage fi, Megan will help financial institutions increase efficiency and reach their strategic goals. 1 https://www.cnbc.com/select/why-millennials-gen-z-use-mobilebanking-apps/ 2 https://www.astera.com/type/blog/personalized-banking/ Expand your loan portfolio profitability Diversify with loan yields up to 8.5% BHG Financial loans provide banks with rates up to 8.5%, premier credit quality, diversification benefits, lower expenses, and more. With average borrower incomes of $275K and 748 FICOs, these loans will look great on your books. Plus, no origination cost to your bank! Talk to us today about adding strong-performing assets to your portfolio. Meghan Crawford-Hamlin 315.729.9029 meghan@bhg-inc.com Contact your representative: OR Scan to learn more at BHGLoanHub.com Earn up to 8.5%
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