FROST BANK
in relationships and our ability to continue growing them even as the bank continues to scale .”
She continues : “ I think any company that ’ s growing is going to find maintaining service levels and relationships a challenge . When firms reach this scale , clarity around who they are and their purpose is vital . Having a clear purpose is why Frost Bank is here , and how we have sustained our growth throughout the years .
“ We know who we are and have faith in our ability to take care of the people in our communities . And , because we ’ re growing , we can reach even more Texans than ever before , continue building branches and expand our market
“ When I think about digital transformation , I don ’ t think about scaling digital services , but more so how to scale humanity ”
LAURA MILLER EVP , CONSUMER STRATEGY AND DIGITAL , FROST BANK presence in Houston , Dallas and now Austin too .”
Frost Bank : Leading the way in digital CX Taking a leading role in fintech investment , Frost Bank leverages some of the leading fintech technologies and can boast exceptional net promotion scores in digital and CSAT , which consistently sit at 95 % or higher .
“ Our customers love banking with Frost and that really matters to us ,” Laura continues . “ They have tremendous experiences digitally and with our call centre and in-branch teams , and we look to extend that service into all of our product offerings .
“ Delivering that Frost Bank personal touch relationship experience in digital and helping our customers understand that they can have the best of both worlds – which is very unique in our industry – is definitely a contributor to the organic growth of the company .”
Keeping its product design teams in-house , which Laura leads , allows Frost Bank to tailor solutions to the specific needs of its clients .
“ Our designers , product managers , product owners and operations teams all spend time in the communities we serve so we can get a better understanding of the digital tools and capabilities our customers are looking for ,” Laura notes .
“ Firsthand observation and understanding real-life experiences is a major differentiator for us . We believe customers can and should be able to tell their financial services company what they want and need .”
6 frostbank . com