Clicks and mortar: How banks can better service their customers in a digital world

As more consumers turn to smartphones for simple banking transactions, they’ve come to expect the same modern experience at a bank branch. FIs have answered this challenge by transforming branches to resemble retail stores.

What more can they do to help their customers? A growing number of FIs have deployed interactive touchscreens, and a select few are dabbling in virtual reality tools. At least one Asian bank has experimented with a robot greeter. Are these gimmicks or are they the future of customer interaction in the digital age?


Andrea Boone | Executive Director | EY

Andrea Boone is an Executive Director in EY’s Financial Services Organization Digital Advisory practice. She has 15+ years of consulting and agency experience leading complex technology-driven and digital transformation initiatives across a variety of industries including financial services, retail, B2B technology, publishing, and healthcare. Andrea is passionate about digital and the ways in which digital technologies have inspired innovation and change in almost every aspect of modern life. She holds a Master’s Degree from the School of International and Public Affairs and a Bachelor of Arts from the University of North Carolina at Chapel Hill.

Aaron Frydman | EVP/CIO | Partners Federal Credit Union

As Chief Information Officer, Aaron is responsible for developing and delivering on the Credit Union’s overall technology strategy. Aaron leads the application architecture, development and support teams along with the data center, network operations and help desk functions. Aaron is focused on operational excellence, developing and supporting technology that securely meets our Member’s immediate and future financial needs with a seamless technology enabled experience.


Mike DeMarco | Sr. Director of Sales | ZIVELO

Mike DeMarco is the Sr. Director of Sales at ZIVELO. He is located at the company headquarters in Scottsdale, AZ. His mission is to help companies meet the demand of their customers’ digital engagement needs through interactive kiosks and digital signage. Prior to joining ZIVELO, he led sales teams for companies like Chase Bank, Verizon Wireless and First Data. Mike is a U.S Army Veteran with service in Afghanistan and Iraq.

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