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Why Delivering Reliable Digital Solutions Makes a Difference?

By Jennifer Mott, Retail Banking EVP, WesBanco

Jennifer Mott, Retail Banking EVP, WesBanco

Digital innovation has transformed the way we live and the way we do business, and there is no shortage of examples of publications outlining these impacts. The key to survival is keeping up with the times. WesBanco Bank has transformed how we serve our customers and our communities through the adoption of highly competitive digital solutions. While many institutions, whether large nationals or smaller community banks offer similar digital solutions, the general perception and visibility regarding these transformative solutions is significantly influenced by those with deep-pocket marketing departments. At WesBanco, our approach has been to establish ourselves as digitally relevant in our customer’s and communities eyes as we deliver vast bank capabilities with a community bank feel. Our customer-centric service culture is focused on building long-term customer relationships by pledging to serve our customers’ personal financial needs and help grow their businesses through both top-quality personal service and a full range of robust digital offerings.

Service strategies can come off a bit fluffy and aspirational versus being based in reality if you are not willing to truly drive a service evolution. Why service? In today’s marketplace, service is the answer for driving digital relevance because it is the anchor for a multi-channel, self-service model that is digitally-based. When our bankers interact personally with a client, that client has chosen personal service that is possibly driven by a specific need or even pre-conceived confidence in the digital channel. Regardless of the reason, personal interactions are opportunities that are more precious than ever to connect and serve. Providing a genuinely great communication for our clients is our focus. Customer expectations of the service they receive have increased substantially, as they expect, and deserve high quality, consultative experiences when they interact with our teams. If we can not deliver on exceptional, memorable service, then we can not fully offer a digital strategy as they are ultimately the same. Educating our associates on industry-wide digital financial solutions is an essential component of being able to support the encompassing service needs of our clients. The importance of each in-person interaction has elevated substantially over the years as digital adoption has increased. Across the banking industry, the level of service provided has not met that same growth. Community bankers have an opportunity to set themselves apart by delivering secure digital solutions but partnering it with personalized, genuine service.

"In today’s marketplace, service is the answer for driving digital relevance because it is the anchor for a multi-channel, self-service model that is digitally-based"

To illustrate WesBanco Bank’s progress in our mission to provide excellent service, we have been named to Forbes magazine’s inaugural ranking of the “World’s Best Banks,” which was based on entirely on consumer feedback and customer satisfaction. With solid scores across the survey, including very high ratings for ‘general satisfaction,’ ‘trust,’ and ‘customer services,’ WesBanco Bank earned the #7 ranking in the United States. We are proud of the progress we have made in delivering reliable digital solutions that include a full range of online and mobile banking options, including Apple Pay, Samsung Pay, and Google Pay; a personal financial management tool; and person-to-person payment solutions. As a community bank, we work relentlessly to adopt new digital technology that improves convenience and access for our communities, which we serve. Besides, we have taken deliberate steps across the organization to improve our service standards continually. We, coach, inspect, and coach again to ensure digital and service excellence. We are proud that our clients have voiced their appreciation for their overall high satisfaction with WesBanco Bank, and we will continue our work to deliver exceptional care through both our digital and in-person channels.

About WesBanco, Inc.

Founded in 1870, WesBanco, Inc. (www.wesbanco.com) is a multi-state, bank holding company with total assets of approximately $12.6 billion (as of March 31, 2019). WesBanco is a diversified and well-balanced financial services institution, with a community bank at its core, built upon a strong legacy of credit and risk management. WesBanco has significant market share across its key geographies maintained by its commitment to dedicated customer service and substantial fee-based businesses. It also provides wealth management services through a century-old trust and wealth management business, with approximately $4.5 billion of assets under management (as of March 31, 2019), and serves as registered investment advisor to a proprietary mutual fund family, the WesMark Funds. WesBanco's banking subsidiary, WesBanco Bank, Inc., operates 199 financial centers in the states of Indiana, Kentucky, Ohio, Pennsylvania, and West Virginia. Also, WesBanco runs an insurance agency, WesBanco Insurance Services, Inc., and a full-service broker/ dealer, WesBanco Securities, Inc.

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