Magazine article American Banker

Rise of the Digital Banker

Magazine article American Banker

Rise of the Digital Banker

Article excerpt

Byline: Penny Crosman

In the early 2000s, a BBC show called Little Britain had a recurring sketch in which the main character, a man in drag playing a bank employee, would listen to a customer's request, pound on his (her?) computer keyboard for a few seconds, and then forlornly report, "Computer says no." No matter how much the customer pleaded her case and the employee queried the computer, the outcome was the same.

Computers have come a long way in the past decade, especially the really small ones people carry in their pockets. Depending on which survey you believe, almost half or more than half of American adults do their banking from a smartphone or tablet.

The rising importance of self-service banking by mobile device and PC has elevated the careers of executives overseeing digital channels.

In the past year, banks have been designating such bankers "chief digital officer" or a similar high-profile title and giving them control over all electronic banking channels, including online, mobile, ATM and in some cases branch and call center technology.

Capital One Bank named Mark Jamison chief digital officer last July. JPMorgan Chase made former Accenture CIO Gavin Michael its head of digital a year ago. USAA hired Christopher Cox away from Regions Financial to be its head of digital-experience delivery in January. In March, Citi named Heather Cox its chief client experience, digital and marketing officer for Global Consumer Banking. …

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