We interviewed Mary Kate Loftus, senior vice president and head of digital banking at M&T, during our secondOn October 13 and 15, Insider Intelligence hosted its inaugural Bank Insider presentations and panels.
The second, "Adjusting to a New Reality," covered how digital banking and channel strategy are adapting as the pandemic reshapes customers' needs and behaviors.Insider Intelligence Among the panelists was Mary Kate Loftus, senior vice president and head of digital banking at M&T, who afterward spoke with Insider Intelligence about pandemic-driven priorities, changes to customer service, product sales strategy, and fintech partnerships.Insider Intelligence : It's been quite some time after the start of the pandemic-driven lockdowns.
II: Could you go into a little more detail about the approaches you've taken to keep customers engaged and able to bank despite the restrictions? One approach was looking at everything from a customer's point of view. There were teams of employees who went through processes, some of which had been in place for a long time, and said, "It doesn't really make sense if the person doesn't feel comfortable leaving their home right now." We looked at our processes and rules.
II: Is there anything else you're anticipating about customers' short-term needs that you may be addressing right now? We know many customers' cash flows have changed since the pandemic happened—whether by a change in their employment status or perhaps by a change in childcare payments because of school availability, things like that. So, we've worked with MX to enhance our MoneySmart platform.
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