COVID-19 Will Change the Way Consumers Bank Forever

The number of bank branches and the number of people visiting bank branches has been decreasing for years. As a result of recent events, many organizations have closed branches completely, while others have reverted to auto teller operations.

Could the Coronavirus create a shift in attitude, as people are forced to bank online or on their mobile devices? More importantly, as consumers get more comfortable, and find that managing their money digitally is easier and safer, will they stop visiting their bank branch altogether … even after the pandemic ends?

Today’s guest on the podcast is Jamie Warder, EVP and head of digital banking at KeyBank. Prior to joining Key, Jamie was the President of USAA Bank as well as working at Capital One, PNC Bank and McKinsey & Co. During our interview, Jamie discusses the way KeyBank is shifting to a more digital organization, while still supporting traditional channels. He also discusses how KeyBank is responding to the recent marketplace changes.