In this Leaders roundtable, we have been exploring strategies for building, developing, and sustaining strong customer relationships through remote channels. With the shift away from traditional face-to-face interactions in banking, leaders have to adopt new approaches to customer engagement. We'll discuss innovative tools and technologies that enhance remote customer experiences, ensuring loyalty and long-term success in today’s evolving financial and digital landscape.

First session (26 November 2024)

The Qorus Digital Reinvention Community, in partnership with EY, held a Remote Customer Management roundtable in November 2024 to encourage knowledge-sharing among banks. The session highlighted banks’ moves toward omnichannel strategies, GenAI-driven efficiencies, and responses to rising operational costs. Discussions also covered product simplification, rapid scaling, and adapting to regulatory and tech challenges.

Discussion points:

• The best models for remote banking
• Critical factors for digital bank success
  
• AI opportunities and challenges
• Lurking threat of inflation
• Future competition between digital banks and traditional banks
  
  

Second session (13 February 2025)

The Qorus Digital Reinvention Community, in partnership with Wavestone, held its second closed roundtable on Remote Customer Management. The meeting aimed to reflect on earlier insights, explore new subtopics, and share strategies for emerging challenges. Participants emphasized the shift to AI-driven engagement models, the need for profitable digital ecosystems, and the evolving role of branch advisors in a more self-service-focused environment.

Discussion points:

• Personalizing and orchestrating remote customer interactions
• Future role of branches
• Transforming digital banking into a revenue driver
• Future roles of relationship managers and advisors
• Differences between digital channels and digital banks
• Delivering digital efficiency for mass-market customers and high-value clients
  
  

Third session to be held on 12 June 2025

The Qorus Digital Reinvention Community, in partnership with EY, will hold its next roundtable session on Remote Customer Management in June 2025. This discussion will focus on the evolving role of relationship managers, particularly in SME banking. Participants will explore how RMs are adapting to a remote-first model, what support they need to succeed, and how banks can scale their impact through technology and strategic enablement.