TECHNOLOGY UPDATES

Our job is to deploy our technology in a way that makes the customer’s experience better, often without them even realizing it.

For consumers, technology has increasingly become an obstacle rather than an enhancement. I realize that’s kind of a contrarian view, but there is a point of overload. Increasingly, people are left to their own devices, to be their own technologists, their own CFO, and make all of these very complex decisions.

You don’t want technology just for technology; you want to use technology to improve the customer experience. For example, if a customer is getting a loan, instead of dealing with paperwork, they will receive their information in an electronic format and they can sign the document electronically. Instead of having to wait a day and a half for approval and funding of a loan, you can do it in a matter of minutes. Instead of giving our mortgage customers a huge pile of mortgage paperwork, we can put their documents on a searchable drive. That’s what we want to happen. That’s a better experience. That’s what we’re working towards – and will continue to allow us – to realign our resources to improve both our employee and customer experiences.