With moderatory Miriam Cross, Technology Reporter at American Banker; Panelist Abhi Chaudhary, head of the direct to consumer channel at Green Dot; Panelist Ernie Diaz, head of US consumer distribution, wealth and TD auto finance at TD Bank; Panelist Pierre Habis, head of consumer and business banking at Santander Bank.
Transcription:
00:00:08:03 - 00:00:33:27
Jamie Cosgrove
Hello, everybody. Welcome to the virtual branches and omnichannel banking strategy. My name is Jamie Cosgrove, and I lead financial services here with Podium. Really excited to be with you here today at Podium. We understand that customer experience is at the forefront and it's a real priority for most organizations. And generally, we have the fortune of working with over 100,000 customers, many of which are in the banking space.
00:00:34:14 - 00:01:06:25
Jamie Cosgrove
And of course, as as our personal lives sort of collide with our financial lives, we have a different expectation of what service looks like. We have a different expectation of what normal looks like from a banking institution. And the reason for that is kind of what we experience in our personal lives, that when we order something from Amazon or we ask for a ride from Uber or Lyft, those are just really wonderful experiences.
00:01:06:25 - 00:01:35:11
Jamie Cosgrove
And so the question that we hear a lot at Podium is why can't that experience be the same in our banking life? And that really is sort of what's driving this new frontier. And in fact, 70% of millennials in a recent study that I saw reported that if Amazon Google, Apple, PayPal or Square provided financial services directly, that they would be more likely to purchase those services directly from those institutions versus from a bank.
00:01:35:11 - 00:02:03:05
Jamie Cosgrove
And I think that's really compelling. And I think what will sort of drive the conversation today. So it's no surprise in that journey the virtual branch is having a tremendous impact. And I think it becomes increasingly more important that sort of experience that banks and credit unions sort of get used to over years of perfecting service and products and now having to do that at the virtual branch.
00:02:03:06 - 00:02:24:07
Jamie Cosgrove
I think becomes critically important. And so we're going to dive into that a little bit today. And from my perspective, that really starts and I think you'll hear this from the panelists, that really starts with sort of this omnichannel experience. And I think that's what we're going to talk about today. So without further ado, I'd like to introduce you to our panelists today.
00:02:25:03 - 00:02:54:28
Jamie Cosgrove
First and foremost, we have our moderator, Miriam Cross, who is the technology reporter from American Banker. Our first panelist is Abhijit Chaudhary, head of the direct to consumer channel at Green Dot. Our second panelist is Pierre Habis, head of consumer and business banking at Santander Bank. And finally, our third and final panelist is Ernie Diaz, head of US consumer distribution, wealth and TD auto finance at TD Bank.
00:02:55:25 - 00:03:12:23
Jamie Cosgrove
So with that, take it away.
00:03:12:24 - 00:03:37:10
Miriam Cross
Welcome to American Banker's Digital Banking Conference. My name is Miriam Cross and I'm a technology reporter at American Banker. Today I'm speaking with Abhijit Chaudhary at Green Dot, Ernie Diaz of TD Bank and Pierre Habis of Santander. In a session titled Virtual Branches and Omnichannel Banking Strategies. Before we get started, a couple of quick notes. We are taking audience questions.
00:03:37:10 - 00:03:55:16
Miriam Cross
So if you have any, please send them in and we will try to get to them before the end of the session. We also have polling questions available for the session. So please take a minute to answer the questions from our sponsor Abe.ai on virtual branches. Ernie, Pierre and Abhijit, thank you so much for joining us.
00:03:56:07 - 00:03:57:14
Ernie Diaz
Good to be here. Thank you.
00:03:57:26 - 00:03:58:04
Abhi Chaudhary
Thank you.
00:03:59:08 - 00:04:05:24
Miriam Cross
I'll start by asking each of you to just introduce yourselves and tell us a bit about your roles at your respective banks. I'll start with you.
00:04:06:27 - 00:04:41:00
Abhi Chaudhary
Thank you. My name is Abhijit Chaudhary. I'm the head of direct to consumer division at Green Dot. We are a 100% virtual banking solution. We offer our products virtually. Earlier this year we had the fortune to launch GO2bank, a digital bank, to our customers, and this is a channel we are highly invested in and a channel we believe is at the forefront now with COVID and all the other implications that have come this year in the US.
00:04:41:00 - 00:04:42:29
Miriam Cross
Thank you. And Ernie, can you tell us a bit about your role?
00:04:43:12 - 00:05:08:26
Ernie Diaz
Yeah, sure. Listen, and good to be here and good afternoon again. And so I run distribution in the U.S. for America's most convenient bank, and that includes obviously our branches, which we call stores, contact center, the digital platform here in the US. From a sales and productivity standpoint. I also oversee wealth and the auto finance business.
00:05:11:09 - 00:05:13:00
Miriam Cross
Thank you. And Pierre?
00:05:13:28 - 00:05:34:21
Pierre Habis
Thank you, Miriam. And again, thank you for inviting me to be part of this panel. I head everything consumer and small business here in the U.S. for Santander Bank, inclusive not only of our physical channels and delivery, but also our digital channels and our innovation tank. So looking forward to the discussion.
00:05:36:08 - 00:05:57:07
Miriam Cross
Thank you. I will direct my first question to both Pierre and Ernie. As you're representing banks that do have physical branches, of course, you've both had to make changes in the last 20 months with the onset of COVID. So I'll start with Pierre. How have you replicated some of the features of a physical branch in a virtual format?
00:05:57:19 - 00:06:23:29
Pierre Habis
Yeah, it's a great question. And the last year has allowed us to create a sense of urgency to get to a place that we know our consumers and customers really want. One of the areas is, you know, online appointment settings, certainly video has become a very big part of what our customers have wanted and we've been able now to deliver it.
00:06:23:29 - 00:06:52:02
Pierre Habis
And in fact this next year we'll be delivering it in more ways through more specialized services. We think video is here to stay, and it's a wonderful complement to not only our branch network, but our digital delivery as well. So we always talk about omni channel. This is just one more avenue for consumers and small business owners to to leverage and to connect with their financial institution.
00:06:53:06 - 00:06:55:21
Miriam Cross
And Ernie, what are your thoughts?
00:06:55:29 - 00:07:28:21
Ernie Diaz
Yeah, so listen, very similar to Pierre and the work that Santander is doing. And so some of these trends were already underway. I think the pandemic in the last 20 or 21 months certainly agitated the situation. And so I think that's right. A sense of urgency describes where we've been in terms of continuing to develop capabilities. And really, I know we're going to keep talking about omni on this panel, but it's about just giving the consumer, our customer, the ability to bank with us whenever they want, however they want.
00:07:28:21 - 00:07:53:02
Ernie Diaz
And so whether it's expanding security features or card controls, self-service capabilities, and it's been a big area of focus for us naturally. And Pierre talked about it, you know, the ability to have real time appointments, adding the ability to leverage video and explore all of those capabilities across all of our channels, including contact center. So big areas of focus.
00:07:53:02 - 00:08:13:06
Ernie Diaz
The other area, I would say is maybe it's just a little bit of the bridging of and taking taking those opportunities that traditionally have been reserved for the branch or the store and being able to give them to the customer on the digital platform. And I think that's where that's where we're at. But it's also about bridging the physical and digital as well.
00:08:13:06 - 00:08:30:03
Ernie Diaz
Right. And so, you know, the ability to and especially during the pandemic, you know, if you wanted to make an appointment but you didn't want to go into the store, you didn't want to wait outside. But we gave you the comfort of being able to wait at your home and then drive to the store very quickly in terms of bridging that gap.
00:08:30:03 - 00:08:38:03
Ernie Diaz
And so we saw the customer base respond to this in a very affirmative and positive manner. And that's where we're focused. And I think the work will continue for some time.
00:08:39:20 - 00:08:51:03
Miriam Cross
Yeah. I mean, both video and appointment scheduling sound like enhancements on things we could already do and sound like things that have a lot of value. Even when we return to work, everyone feels more comfortable returning to physical branches.
00:08:52:02 - 00:09:16:28
Pierre Habis
And if I could just chime in a little bit more to to Ernie's point. And what we're talking about here is it's the entire experience, right? There was always a very positive experience physically through decades. Right. And how do you take that positive experience, high NPS opportunity, and and deliver it in different formats in that regard?
00:09:16:28 - 00:09:42:02
Pierre Habis
And that's what we're all kind of going down that journey. Ultimately, it's about as much frictionless activities. It's about delivering and service and Ernie mentioned a few things around replacement of card or whatever the cases that you would traditionally need to go to a branch. That all said, we're still finding that branches are still important, but they're just different. They're experience centers.
00:09:42:02 - 00:09:53:14
Pierre Habis
And how does it all connect? And then how do you deliver that same type of experience, high NPS, even in a digital or in an omni channel way and I think we're all on that same path here.
00:09:53:14 - 00:09:55:08
Ernie Diaz
You must have been in the same meeting I was in.
00:09:58:20 - 00:10:22:20
Pierre Habis
You know what? What's being said here and I'm sorry, Miriam, is banks are and firms now that everybody on the panel, we're all listening to consumers. And instead of asking consumers to adapt to what our business model is, the entire industry has shifted to listening to what consumers want and then adjusting in that way. And that's why you get so much similarities.
00:10:24:15 - 00:10:40:12
Miriam Cross
Abhijit, on your end. So Green Dot or GO2bank doesn't really have a physical presence except for the in-store and cash deposits, but otherwise you exist entirely online. So how how does GO2bank give its customers the full service branch-like experience?
00:10:41:01 - 00:11:04:11
Abhi Chaudhary
It's a great question. And even though you'd think that with the pandemic everything is going digital, it's not entirely true. And, you know, we have a lot of data that shows that. But Green Dot has done two things right. One is we've been serving customers digitally for a long time, not only directly through our channel, but also from our banking as a service channel.
00:11:04:12 - 00:11:30:16
Abhi Chaudhary
Where we are part of the likes of Walmart, Apple, Amazon, the list goes on and on. On the other hand, we have retailers at 90,000 locations and what is the most basic utility a customer wants from a bank? They want to deposit money, they want to withdraw money. And when you think about this transition from brick and mortar to digital it's also important to understand that there is a huge economy out there in North America that is cash-based.
00:11:30:24 - 00:11:55:15
Abhi Chaudhary
Even though they like to go online, they'd like to do everything online that they are able to do so. And what we've done is we've partnered with these locations and you can go to any retail stores, at these 90,000 locations, and you can deposit and withdraw cash. So when a Dollar General makes an announcement that they are adding thousand more stores in this pandemic, that has given us a thousand more locations where you can deposit and withdraw cash.
00:11:57:18 - 00:12:05:04
Miriam Cross
And since you already existed online before the pandemic, were there any changes you made to how you serve your customers in the last year and a half?
00:12:05:27 - 00:12:24:15
Abhi Chaudhary
I think we made a point that we've started to listen to our customers more and more. It's a very important point, and we've changed our practices around how easy is it for our customer to get in touch with us not only is it through our customer call center, but also through a variety of UX and UI flows that we offer our customers to our product.
00:12:24:24 - 00:12:47:28
Abhi Chaudhary
How easy is it to access something? Banks have been around for a long time, right? But there has been an unbundling of products and features that you see. Ten years ago you didn't have a lot of fintechs offering these one-off services. They've always existed with banks, but now you have this huge unbundling effect that is coming along and the goal is the same.
00:12:48:03 - 00:13:07:09
Abhi Chaudhary
How do you offer these features and services? Easier. They are one step closer to your customers, and we've done that again and again, and that's one of the biggest reasons why we launched GO2bank. We wanted to launch a new digital brand, but it's easy for our customers to interact with their bank, with an institution, and it's easy for them to perform all their banking services under one app.
00:13:08:12 - 00:13:24:27
Miriam Cross
Okay. You know, one thought that just struck me, and this actually may have been something I heard before, but your physical presence is in stores like CVS and Walmart, and those were stores that were considered essential businesses. So those were always open, whereas other bank branches could have been closed.
00:13:25:11 - 00:13:45:09
Abhi Chaudhary
That is correct, yes. And it's played a huge part. Right. Talk about the three stimulus payments we've had, and I'm sure all of us have seen a mile long line outside the ATMs. And this played a huge part because these essential services are open, all the CVS and Rite Aid and Walgreens are open.
00:13:47:26 - 00:13:50:06
Miriam Cross
Ernie, how would you define omni channel banking?
00:13:50:29 - 00:14:17:25
Ernie Diaz
Yeah, and I think we've touched on it here a little bit. Right. But it's really that ability to give the customer the access to to the financial institution, to the bank in whatever way they want. And that can only be done through connected channel experiences. And so it's a technology structure that allows for that continuity of data and experience for the customer and for the colleague.
00:14:17:25 - 00:14:39:07
Ernie Diaz
Right, to be able to facilitate and understand who that customer is so that customer doesn't have to reintroduce, restate the situation, go over their relationship. Right. And so that is really I think where the definition of omni is and by the way, it isn't just a technology stack associated with getting this done across the channels.
00:14:39:07 - 00:14:59:15
Ernie Diaz
It's also this level of personalization, right, that I'm referring to so that you have that continuity so that if you're using my mobile app, my digital mobile app or my desktop, or you go into one of our stores or reach out to the Context Center, you shouldn't be getting a different type of product, offering you a product and service that is completely unrelated to what you saw yesterday.
00:14:59:15 - 00:15:05:05
Ernie Diaz
There is that continuity and that consistency that I think also plays into omni.
00:15:06:08 - 00:15:09:12
Miriam Cross
To what degree do you think TD Bank offered this before the pandemic?
00:15:09:29 - 00:15:43:08
Ernie Diaz
Yeah, listen, we we've been on a journey, right? Like, a lot of us in the industry and I think we've developed a better sense of urgency. And so I think it it it accelerated. There is no doubt, because we learned that during the pandemic, you know, the customers, they spoke loudly. And so, yes, that voice of the customer came through and and we saw when we had to pull back some of the physical because we were in the height of this situation that the customers were saying, well, we still want to go to the ATM where we still want to go to the drive-thru.
00:15:43:15 - 00:16:01:06
Ernie Diaz
Or if we're going to make an appointment with you, we're willing to give you our time. We're willing to sit down with you. We're willing to have that conversation related to advice on something that maybe they didn't feel as comfortable doing in a digital channel. And I think that's that's also part of our omni, right? It's connecting all of these things.
00:16:01:06 - 00:16:10:04
Ernie Diaz
And so, yeah, it's a big area of focus without a doubt. I think Pierre would say the same, anyone who would say the same thing. And that's where it's at, I think.
00:16:11:02 - 00:16:15:27
Miriam Cross
Pierre, how much of a focus was this for you before the pandemic versus after the pandemic started?
00:16:16:19 - 00:16:46:29
Pierre Habis
Well, I think like everyone said, it's been on everyone's mind. It's just the velocity of change the trajectory is change. And I think that's the big story here. I'm actually as corny as this may sound, I'm very proud to be part of this industry because it's just changed so much. I've been around for a little while and over the last few years, I'd say pre-pandemic and accelerated more during, and here we are now about how and what the customer wants.
00:16:47:11 - 00:17:21:29
Pierre Habis
And what you heard is not only different points of distribution, but the most basic element of deposit and withdrawal and how it was solved with Green Dot and GO2bank. But I'll tell you what, the fundamental thing that I think has happened here is digital banking and omni channel and all the innovation that's happening it's not only for more frictionless activities, as Ernie talked about, but the whole industry is headed towards simplifying its products, too.
00:17:22:09 - 00:17:48:04
Pierre Habis
I mean, it's very straightforward, clear and to understand, and it's not littered in. And if you go back 25 years and all these rules about every product and I think that's that's the benefit to the consumer in that regard and all the innovation that's happening whether it be a fintech, a neobank, a traditional bank, everyone's contributing in that way.
00:17:48:22 - 00:18:11:27
Pierre Habis
So generally answer your question. It's been on our mind, but it's clearly accelerating. And what I bet every firm on this panel would say is today the way we prioritize in our companies where the investment goes and the projects, it all starts with the customer. And what are the biggest pain points and how do we simply deliver it?
00:18:11:27 - 00:18:14:02
Pierre Habis
And those are the things that rise to the top now.
00:18:16:01 - 00:18:27:01
Miriam Cross
And we're going to audience questions. I think this one is meant for Ernie, what do you feel is the biggest hurdle to providing a great wealth or private banking experience digitally?
00:18:28:01 - 00:18:53:05
Ernie Diaz
Well, I mean, look, the wealth is one of those segments and lines of businesses which integrates so well. Right. There's just so much data out there in terms of the value of a wealth customer to a financial institution, the more balances, the assistance, the retention piece of it, I should say. So very significant and very important to us at TD.
00:18:53:21 - 00:19:16:21
Ernie Diaz
And so I think the hurdle is just like anything else, right? How much can you allocate to IT resources and integration with the rest of of the platforms. But we've made a lot of progress in this space in particular over the last maybe 12, 15 months. And so if you're a wealth customer for TD Bank, you're integrated now into the digital platform.
00:19:17:12 - 00:19:34:26
Ernie Diaz
We rolled out a robo advisory capability just very recently. And so it's very much part of what we do in the stores. It's very much part of where we're focused and very much part of, of the digital capability developments that we have on our roadmap.
00:19:36:06 - 00:19:48:24
Miriam Cross
Okay. Thank you. Another question which I think is pretty interesting, Abhijit I'll start with posing it to you, how has your financial institution approached digital engagement with your less technically savvy customers?
00:19:50:07 - 00:20:10:27
Abhi Chaudhary
Great question. When you talk to these less technically savvy customers, especially during the pandemic and towards the last six months of last year, we went to a lot of our customers. Right. What are you know, what are we not providing? What are you missing out of? And as you're said, it's extremely important to them. And that's what we did.
00:20:11:09 - 00:20:37:12
Abhi Chaudhary
And when we spoke with these customers, we realized that their needs are very simple. They want to save money and they have the ambition to save money. Let's put it this way. They want to improve credit and they want a very simple banking experience, these three things top of their mind. And that's what led us to launching our GO2bank brand and also if you have seen the most recent announcement, financial inclusion or financial education has been so key.
00:20:37:12 - 00:21:13:11
Abhi Chaudhary
And this in fact, in this pandemic where the need for access to cash and how it impacts your life has been put at the forefront for every financial institution and how a customer reacts to it. And that's why we decided to partner with the likes Experian to offer this financial education to our customers. So these are customers who are not very tech savvy, can understand how the regular day to day activity being bills going about their daily life helps them not only keep track of their expenses, but at the same time improve their credit score, which is so important to carry on their day to day life.
00:21:14:21 - 00:21:22:03
Miriam Cross
And you Pierre, what are your thoughts to how Santander approached digital engagement with your less tech savvy customers?
00:21:22:26 - 00:21:53:14
Pierre Habis
It is a great question, and we think about it. And if you think about an X and Y axis and then you have different quadrants meeting every segment has less tech savvy customers, whether they're wealth customers or day to day customers and or physical people that come in, it's just a matter of what part of tech we have digital customers that arenot tech savvy to it.
00:21:53:22 - 00:22:22:21
Pierre Habis
And so just better understanding what their gaps are. You have to have a few different kind of offerings or playbooks for them to understand those things and those usually come out with an opportunity for them to ask or inquire whether it be through a chatbot or through calling a call center or walking into a branch, or it's certainly a more affluent clients that have a relationship banker or for example, or even a small business customer.
00:22:22:27 - 00:22:54:02
Pierre Habis
So if we have the frictionless opportunity in the way a customer wants to ask a question or inquire, or you could even see it in the way they behave on their mobile app or online, then we approach it in the appropriate way, whether it be in tools, demos, or things of that nature. There's a segment only that's less tech savvy.
00:22:54:02 - 00:23:15:07
Pierre Habis
I think there are in all the different consumer small business segments, regardless of how they're using the channel. You know, the other thing I'll say is Ernie is coming out with rolling out his robo advisor because we're going through that same thing through not only a robo but also a hybrid with video for our more affluent clients.
00:23:16:04 - 00:23:29:26
Pierre Habis
Technology and delivery is evolving. So who's tech savvy today may not be tech savvy tomorrow in the in the way of use. So it's upon all of us to keep up with the education for our customers.
00:23:30:27 - 00:23:44:23
Miriam Cross
Interesting. So you've mentioned a few of the capabilities you rolled out. You said you're working on a robo advisory. You did hybrid video appointment scheduling. Are these capabilities you've largely developed in-house or have you sought out partners.
00:23:46:12 - 00:24:11:05
Pierre Habis
Partners. From a regional bank perspective, I can't speak for all firms, there are some fantastic specialized firms that can do a better than we could organically. So it's upon us to kind of evaluate can and should we do it, or do we partner with a world class firm or a firm that's very focused on this? I think we've done more of a hybrid in that approach.
00:24:12:07 - 00:24:13:00
Miriam Cross
How about you, Ernie?
00:24:13:12 - 00:24:33:15
Ernie Diaz
You know, it would be the same. I mean, if you're going to have speed to market, of course, you always rely on the expertise you have in-house but I think you go outside to be able to deliver some of these capabilities, you know, quote unquote, more of a real time situation, have more agility, drive the velocity and be able to get the market right.
00:24:33:15 - 00:24:35:23
Ernie Diaz
So I think it's a bit of that hybrid approach as well.
00:24:36:18 - 00:24:49:25
Miriam Cross
Okay. Yeah. We've also talked a bit about the importance of good UX, keeping things intuitive, keeping conversations flowing, obviously. How have you kept conversations between customers and your bank seamless.
00:24:51:02 - 00:25:20:08
Abhi Chaudhary
That's a great question. The seamless conversation has been so important, especially in this last 18 months. Why because I'm sure we all read those news reports. Where right around the time the first stimulus started. Everybody started getting millions of calls and the long hold times, waittimes. And that's where a seamless conversation becomes so important because suddenly everyone wanted to know When is the stimulus check going to come?
00:25:20:19 - 00:25:40:29
Abhi Chaudhary
How are they? Is that money available in the bank? And they go to the ATM to withdraw money? And that's where we decided to change a few things. For example, for the longest time we had a variety of options available on the idea. We decided to introduce an option zero that you can cut through all of that and directly verify and talk to our agent if you want to.
00:25:41:19 - 00:26:02:09
Abhi Chaudhary
These are simple changes or can you get timely notification when you get a stimulus check deposit? Your simple seamless communication channels, or can I get a timely notification when I spend X, Y, Z a month? These are not very complicated channels, but not everyone provides them or customers did not know how to do these things but we educated them.
00:26:02:13 - 00:26:13:00
Abhi Chaudhary
And we've made it part of our script to ensure that our customers know how to use these features. And that's where seamless education comes in. Or seamless access comes for our customers.
00:26:14:22 - 00:26:34:29
Miriam Cross
I have to say. For me, one thing I always liked about going into a branch is the conversation feels more seamless. I feel like once I have somebody's attention, I, you know, if they're helpful, they can solve my problem there. So Pierre I'll ask you, where do you think virtual communications or omni channel falls short? Where is a physical branch still important?
00:26:36:23 - 00:27:06:17
Pierre Habis
Well, first of all, it's to it's interesting because when you look at all the generations, the latest generation prefers more physical. It's versus the millennials, right? So and you starting to see that to me where I think the physical locations will always be important is certainly when there's complex, not simple transactions or issues, someone wants to talk to somebody or see somebody right.
00:27:07:00 - 00:27:38:14
Pierre Habis
And I think that's where live phone conversations are always going to be important as well. Right? So not everything can be solved through technology. There's when we're talking about people's money, it's emotional. And that's why I think to to everyone's point here, we all believe there's some element of physical that's still very important. I think we all if I take a step back and you think about the last 18 months we've all many of us been working at home and so forth.
00:27:39:09 - 00:27:57:29
Pierre Habis
There's a good population that misses people and physical interaction and that's no different certainly when it comes to people's money. So I think that's always going to have some element that's in there but anything that's quick and easy and transactional, those are the things that certainly we're focused on.
00:27:59:11 - 00:28:08:03
Miriam Cross
Thank you. And we have one or 2 minutes left. So a quick question for Ernie. Are there any changes you've made in the past 18 months that you plan to keep going forward?
00:28:12:04 - 00:28:13:03
Miriam Cross
Is that not a quick question?
00:28:13:22 - 00:28:38:04
Ernie Diaz
Listen, I may take up the rest of the 90 seconds up there and the panelists here are friends, but we've made many changes. But I think this concept of having speed to market and just getting things done quickly, listening to the customer. Of course, we've always listened, but really putting your ear down and understanding that they want this optionality because life has changed probably for a very long time and I think that's where it's at.
00:28:38:05 - 00:28:42:22
Ernie Diaz
So probably we could probably use up 2 hours to go through all of this like the friends on here.
00:28:43:07 - 00:29:01:19
Miriam Cross
That's fair. I am personally a big fan of options. I do want to remind everyone before we wrap up soon to please take a minute to answer the polling questions from our sponsor, Abe.ai on virtual branches. Is there anything else any of you would like to add before we up before we wrap up?
00:29:02:06 - 00:29:02:27
Ernie Diaz
Great to be here.
00:29:04:16 - 00:29:07:00
Pierre Habis
I appreciate the time and the conversation.
00:29:08:22 - 00:29:09:22
Abhi Chaudhary
This was wonderful. Thank you.
00:29:10:13 - 00:29:11:11
Miriam Cross
Thank you all for joining.
00:29:12:27 - 00:29:13:10
Ernie Diaz
Thank you.
00:29:13:21 - 00:29:13:29
Pierre Habis
Thank you.
Virtual branches & omnichannel banking strategies
March 25, 2022 11:50 AM
30:14