Strengthening Customer Relationships in a Digital World

With the pressure for convenience and the rise of sophisticated technology, many banks expect consumers to rely solely on technology and self-service for their banking needs. The shift to self-service has pros — consumers enjoy the convenience of banking how they want — and cons — impersonal “relationships” where consumers may feel significantly less connected to the institution holding their life earnings. David Becker, First Internet Bank’s president and CEO, shares some advice about strengthening customer relationships in a digital world.

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