『How Digital Plays a Big Role in How Community Institutions Provide Relationship Banking』のカバーアート

How Digital Plays a Big Role in How Community Institutions Provide Relationship Banking

How Digital Plays a Big Role in How Community Institutions Provide Relationship Banking

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What happens to relationship banking when the branch disappears and everything moves to a screen? For nearly two decades, banks have been racing to digitize, but something fundamental has been lost along the way, the human connection that built trust in the first place.In this premiere episode of Next Best Action, host Alex Jimenez sits down with Scott Hurlbert, SVP of Digital Channels at Provident Bank and a 19-year veteran of digital banking. Together, they explore how community banks and credit unions can bridge the gap between high-tech convenience and high-touch relationships. From navigating mergers to leveraging data for personalization, Scott shares hard-won lessons on what it really takes to build trust when there's no banker in the room.If you're a banking leader trying to compete with the J.P. Morgan's of the world while staying true to your community roots, this conversation is your playbook.Key TakeawaysTrust is the foundation of relationship banking, regardless of channel.Don't solve the same problems as the mega-banks. Leverage your advantages.Employees must use the technology they're selling.Mergers demand a people-first approach before anything elseOmni-channel is about eliminating friction, not just connecting systems.Personalization is about emotional connection, not just data relevance.Failure only becomes valuable when you allow yourself to feel it.In This Episode:[01:17] Introduction to digital banking’s evolution[02:07] Defining digital relationship banking[03:31] Deepening digital relationships[05:03] The role of open banking[06:12] Competing with large banks on personalization[09:00] Investing in people and technology[10:45] Integrating brand into vendor platforms[12:03] Engaging employees with digital offerings[15:04] Managing culture during mergers[18:14] Creating a true omnichannel experience[21:52] Industry progress in digital relationship banking[24:05] Lightning round[25:27] A challenge to banking leaders Notable Quotes[15:39] "If you don't take care of your people, they won't take care of your customers. That goes to 11 in a merger and acquisition space." - Scott HurlbertResources and LinksAbout Our GuestScott Hurlbert is Senior Vice President of Digital Channels at Provident Bank in New Jersey, bringing 19 years of digital banking experience. He has navigated numerous mergers and acquisitions throughout his career, including the M&T acquisition of Peoples United and the Lakeland-Provident merger. Scott is a passionate advocate for putting people both employees and customers, at the center of digital transformation.Scott Hurlbert⁠LinkedIn⁠⁠Provident BankAbout Our HostAlex Jimenez is Managing Director of Consulting at Finalytics.ai, where he helps credit unions and community banks translate behavioral data into growth strategies. He has spent 29 years in financial services, holding senior roles at Bank of America, Zions Bancorporation, Backbase, and EPAM. He has chaired the Consumer Bankers Association's Digital Channel Committee and served as a founding member of the American Bankers Association's Fintech Committee.Alex Jimenez⁠⁠Finalytics.ai⁠⁠⁠⁠LinkedIn⁠⁠About ⁠Finalytics.aiFinalytics.ai is the financial intelligence layer beneath the digital experiences that community banks and credit unions use to grow. The platform understands each user's behavior, predicts what they need next, and orchestrates the right experience across every channel, from the public website to online banking to email. Every decision is governed, explainable, and tied to a funded outcome. The results are measured, not projected: institutions on the platform have seen up to 26.7x lift in funded loans from AI-assisted discovery. The intelligence compounds with every decision, which means the platform gets smarter the longer it runs.
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