SERVICE FIRST: "You have to be up to date in the way you deliver service to your customers. That has to be paramount, even if it is somewhat costly at times, especially in this competitive environment," said Douglas Manditch, chairman and chief executive of Empire National Bank.

Improving Customer Experience Is Now Bankers' Top Priority: Survey

Though satisfying examiners remains a priority, their decisions about how and where to deploy resources are being mostly driven by the desire to meet customers' changing demands, according to a new survey from the advisory firm KPMG.

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