Special Program Root Tag

Join Janet King, Arizent VP of Research and Brian Elkins, Senior Director of Strategy at Monigle for a discussion of a new, prescriptive framework that helps banks and other financial institutions identify why customers choose to bank with one financial institution over another. Developed in conjunction with creative experience agency Monigle, the Humanizing Customer Experience research from American Banker draws on more than 5,000 customer responses to show what matters most in customer experience and ranks which financial institutions do it best. Join this discussion to learn more about how you can optimize your bank's approach to CX to improve customer satisfaction and earn higher net promoter scores.

The wealth management business is undergoing considerable transformation. The pandemic has created a new breed of investors, with distinct expectations and tastes formed by new technology and having lived through the financial crisis.

Financial advisors have a variety of objectives in working with their investment-planning clients. But when all is said and done, clients are usually mainly interested in a successful road map to growing and protecting their wealth to and through retirement.

Laurie Butz, a senior vice president at another Wisconsin credit union, will replace longtime CEO Tom Young, who is retiring.

See the 19th annual ranking of the Most Powerful Women in Banking.

Quite a few of the executives in the ranking this year are newcomers, including women from Citigroup and Zions Bancorp.

The country's biggest financial companies are well represented in the ranking. Citigroup leads the way, followed by JPMorgan Chase and Bank of America.

Risk managers are generally not seen as innovators, but Houston's team is playing a critical role in supporting the development of groundbreaking new products aimed at improving customers’ financial health.

It took prodding from Husic, Centric's CEO, to convince the bank's lenders to offer Paycheck Protection Program loans to noncustomers. More than 1,200 of those borrowers are now Centric customers.

A leading voice for community banks, Stewart is a past chair of the American Bankers Association and serves on the board of the Seattle branch of the Federal Reserve Bank of San Francisco.

Seven months into her new role, Fraser is leading a corporatewide restructuring aimed at unifying and simplifying business operations, improving profitability and returning more capital to shareholders.

Lake is in her third role in four years at the nation's largest bank. Her breadth of experience makes her a likely CEO contender when current CEO Jamie Dimon retires.

Piepszak, who is considered by many industry observers to be a potential successor to JPMorgan CEO Jamie Dimon, was instrumental in developing the firm’s $30 billion racial equity commitment.

Finucane aims to establish BofA as a global leader in financing the transition to a greener economy.