This was a year of swift action. Due to Covid-19, customers were affected, your employees were affected and, ultimately, we became an on-demand industry. Financial institutions have had to listen to their customers, look at what was happening within the communities and make major internal changes.

Listen to Elissa Riddell, Director of Marketing at Coconut Software as she chats with Richard Dorfman, VP, Customer Experience at Eastern Bank and Amanda Flashner, SVP, Customer Experience and Communications at LendingPoint about the initiatives they have implemented during the past year to improve their customer experience.