Q&A With Karen Larrimer, Head of PNC Retail Banking & Chief Customer Officer
The Customer Experience
Q: What are the greatest challenges and opportunities facing Retail Banking in 2017 and beyond?
A: Retail Banking will continue to experience a significant transformation as customer behavior, preferences and expectations evolve. Technology, for example, plays a larger role in customers’ everyday banking and investing more than ever before. This, among other changes, requires that we be incredibly thoughtful and strategic about where and how quickly we invest to ensure that we are best serving customers across all channels, including branches, care centers, ATMs, and online and mobile banking. At PNC, we want to create a seamless experience for our customers so that each new product or service we create is faster and easier to use. Our success is dependent on our ability to serve our customers efficiently through their channel of choice and to provide customers with access to the financial expertise and unique tools they need to successfully manage their money.
The full Q&A can be found here
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