The Umpqua Bank Strategy: CX + Innovation

Premiered: April 16, 2019 (Forum 2019)
Length: 20 minutes

Financial institutions around the world are wrestling with their retail strategy — what should the “branch of the future” look like? But in this provocative talk, Delorier shares why focusing on branches is an obsolete strategy, and why a radical focus on the customer’s relationship with their money is key to innovations that add real value for both banks and their customers.