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The permanent shift to digital also requires changes in how firms communicate with consumers, says Medallia's Diane O'Hara.

The year 2020 was disruptive and chaotic. And while it derailed or delayed some companies' plans for growth, it also created opportunities for new combinations — or, at the very least, didn't slow them down.

JPMorgan Chase is buying cxLoyalty, a major credit card loyalty platform, in a bid to enrich its own card loyalty programs when travel resumes after the global pandemic.

For better or worse, financial firms are often cast as villains, but in this year marked by pandemic, economic hardship and protests over racial injustice, they have often been a force for good. Here are 11 stories (and one gallery) of how banks, fintechs and others in the industry stepped up in 2020 to address inequality and help employees, customers and communities in need.

The company promoted two executives as part of an effort to revamp its leadership team and establish a bigger presence in the Carolinas.

Gilles Gade, one our community bankers to watch in 2021, led an effort that made Cross River Bank one of the biggest Paycheck Protection Program participants. He is ready for his team to pick up where it left off when the new stimulus package kicks in.

Provisions implemented under the CARES Act that made it easier for institutions to utilize NCUA's Central Liquidity Facility have been extended for a year with the signing of Consolidated Appropriations Act.

Coastal Community in Washington is an investor in and the first client of Synctera, a software company that aims to help community banks manage their fintech relationships, including regulatory obligations.

Longtime chairman and CEO Joseph Ficalora will step aside Thursday as head of the regional bank and be succeeded by CFO Thomas Cangemi.

Patel is among Goldman Sachs's most senior women and shepherded some of its highest-profile relationships with investors around the world.