FROST BANK
CREDIT : IMAGE
Encouraging customer dialogue not only helps Frost tailor its services to its customers ’ specific needs but also fosters a greater culture of financial literacy at a time when financial knowledge and wellness are at an all-time low .
“ We ’ ve found our customers are after beautiful , simple digital experiences , which for us means curating the right features , experiences , accessibility and inclusivity into our digital channels at the right time for our customers ,” Laura continues .
Meeting specific customer needs For Laura , it is not just pooling what Frost ’ s customers are seeking from their bank , but also understanding that the specific needs of its clients will vary .
The key to achieving this for Laura is to place humanity at the heart of the digital transformation experience .
She says : “ When I think about digital transformation , I don ’ t think about scaling digital services but more so how to scale humanity and ensure that inside any device is a human that is ready , available and willing to take care of you and your specific needs .
“ We have a chat feature in our mobile app which is fully staffed by humans 24 / 7 , 365 days of the year . This enables both our retail customers and clients from our business segment to chat
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