While speaking at American Banker’s Retail Banking conference Rilla Delorier, executive vice president and chief strategy officer at Umpqua Bank, said customers were overbanked and underserved; a lot of this is due to digital banking tools where customers have become more accustomed to transacting digitally but not interacting much with bankers; Umpqua wants to change that, they have developed a human digital strategy; she explained to American Banker, “”Personalized banking for all is the human element of bringing value to customers through every customer, make our bankers more informed so they’re available to customers in a higher-touch way.”; their GoTo app was the start of this where customers can choose a banker to interact with, users can see the bankers photo, expertise and hobbies. Source.
