Winning the customer relationship

The future of the digital banking customer experience

In this episode, we discuss digital banking customer experiences, the impact of technology in retail banking, and modern marketing in banking. Co-hosts Kristin Korzekwa and Bill Dworsky are joined by Liz Wolverton, head of consumer banking and brand experience at Synovus.

If I’m not helping my branch understand how I’m talking to those customers and how we’re positioning ourselves for advice, they’re on a different playing field in terms of interaction with that customer. So, I’m spending a lot of time in conversation having dialogue with our branch leaders, visiting branches, and having efforts and initiatives very much geared around thinking differently about our role in relationship.

—Liz Wolverton
Head of Consumer Banking and Brand Experience at Synovus

I think that consistency across all channels is that utopia that we all strive for, and that we're just not quite there yet, but it definitely is the ambition. To that point, I think things do progress at a bit of a different pace, and part of your ability to differentiate is how you can balance even some of that inconsistency and development.

—Liz Wolverton
Head of Consumer Banking and Brand Experience at Synovus