Monticello Gains Insights on the Evolving Customer Experience

The turbulence of 2020 has led to dramatic changes in how financial institutions interact with their customers. Monticello recently attended a leadership event to better understand how different types of banks are adapting to the pandemic.  Marketing and customer experience executives from large regional banks highlighted that they have seen their customers’ needs and expectations change considerably this year. This shift has required them to make changes throughout their organizations, utilizing deep learning and Agile coaching to enable a deeper dive into the psyche of their customers. Elsewhere, executives of large consumer banks held a roundtable on how they have evolved their interactions with customers to provide seamless omnichannel transactions and banking services. The events of 2020 have accelerated the adoption of digital technologies and brought both opportunity for increased customer engagement and increased risk from cyberthreats. Monticello consultants are in constant contact with experts across the financial sector to ensure that we remain at the forefront of digital transformations and customer experience design as we move from insight to execution to support our clients.