Apps and Apprehension:

    How COVID-19 is Transforming the Small Business Banking Experience
    (US)

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    On August 4, 2020 Phase 5 Partner Michael Dolenko and Digital Banking CEO Jim Marous shared key findings from the first ever “State of the US Small Business Banking Experience” survey.

    This proprietary study identified and measured the critical factors that drive loyalty to banks by surveying small business owners about their perceptions of their bank regarding innovation, UX, CX, and customer centricity.

    The findings served as a backdrop to discussing how banks need to re-imagine and redesign the experience they deliver to their small business clients in order to meet their changing needs post-pandemic.

    Key Takeaways:

    • Learn the key drivers that are shaping the business banking experience
    • Why customers of banks that employ a more “personal touch” view their banks as being more customer focused
    • The touch-points within the customer journey where human versus digital interactions can be used to add the most value and create “stickiness”
    • How to succeed post-pandemic by delivering an experience that meets the needs of business customers in the “new normal”

    Register here to download your free copy of the presentation.