Video

How one bank is delivering on the 'customer-centric experience' challenge

Stormy Mauri, vice president and product manager at Washington Trust Bank, talks about the challenges banks face in providing a tailored, meaningful customer experience to customers of all kinds.

February 9, 2018

For a few years now, banks have wrestled with the question of how to provide a relationship-driven customer experience across a customer base that can vary greatly between — and even within — demographic groups. 

"Top of mind, the buzzword is customer experience," Stormy Mauri, vice president and product manager at Washington Trust Bank, said in the video taken at the 2017 Bank Customer Experience in Chicago. "We want to think about that with all different levels of our customers. We need to understand the diversity of all of our customers' needs and that there isn't a best fit for just one customer."

Mauri explained how Washington Trust is meeting this and other challenges — including branch strategy and what the future of banking might look like. 

Registration for the 2018 Bank Customer Experience Summit is now open. The event will take place Sept. 12–14 in Chicago, Sept. 12-14. The agenda is set and Networld Media Group is recruiting industry leaders as speakers for the summit.