WINTER 2020 THE SEARCH for the BEST CUSTOMERS Get On Board with Onboarding Commercial Primacy Banks Respond to Pandemic Cover Story 4 RACE TO QUALITY: RETHINKING DIGITAL ONBOARDING 8 | SITTING DOWN WITH KEN LAROE 12 | THE ART OF SAYING "NO" IN RETAIL DEPOSIT NEGOTIATIONS 16 | A NEW FOCUS ON PRIMACY IN COMMERCIAL BANKING 20 | OLDER AMERICANS WARM UP TO BRANCHLESS BANKING 22 | THE NEW MATH OF DISTRIBUTION PLANNING 26 | PANDEMIC PUSHES BANKS TO IMPROVE OPERATIONS 28 | TAKING TIME TO FOCUS ON THE RELATIONSHIPS YOU CARE ABOUT 32 | NEWS YOU MAY HAVE MISSED 33 | AT THE PODIUM WITH NOVANTAS 2 | A Note from the EDITORIAL CEOs Director, Novantas Center for the Future of Banking Robin Sidel +1 212.901.2742
[email protected] elcome to the Winter 2020 issue of the Novantas Review. CONTRIBUTORS There are good reasons why this edition focuses on how banks can target, acquire Andrew Hovet and retain the best customers. With interest rates staying low for the foreseeable Hank Israel future and banks wrestling with the impact of COVID-19, these customers are more Brandon Larson important than ever. Mike Rice Peter Serene Luckily, technology can help in more ways than ever before. But these tools aren’t Robin Sidel valuable unless banks put the right programs and processes in place. That is a tall Adam Stockton order for many banks. For example, a growing number of retail customers want and Ethan Teas need to open accounts online, but the process is often still cumbersome and ineffi- Sarah Welch cient. Even when customers succeed in opening the account online, too many banks DESIGN don’t engage with them or take advantage of cross-sell opportunities.