Blending Digital Banking and Branch Banking Takes a New Mindset

Marketing & Sales

Over the past several years, the community banking industry has been hyper-focused on building its digital presence under the mistaken assumption that this is the most important factor for retaining and attracting younger customer demographics. In this webinar, examine the reality of customer expectations across all age demographics in this digital era and the necessity to focus equally on digital and branch experiences. Attendees will take a look at the strategies that institutions are pursuing to identify whether or not customer demands are truly being met in both the digital and physical environments.

Who Should Attend: Operations Administrator, Director of Marketing, Digital Marketing Coordinator, Product Developer, E-Channel Manager, Universal Banker

Learning Objectives

  • Explore current customer experience and expectations research results with regards to digital products and the branch experience
  • Uncover the necessity to balance the two interaction methods to ensure banks are meeting expectations in both arenas
  • Examine the upcoming trend of customer expectations that blends the two arenas into one


Holly Garza
Director of Client Service Delivery
Extraco Consulting
Holly Garza is instrumental in the development of Extraco’s proprietary retail banking methodology, SWARM Banking®, and was responsible for its implementation into Extraco’s culture. Additionally, she helped build grow the retail training program into the fully comprehensive new hire, continuing education, and leadership development program that is in place today. Holly has experience supporting all retail functions, including branch and alternative delivery channel production, talent development, training, and customer experience quality. She also initiated and led the project management of new processes, procedures and products to enhance both the customer and employee experience. Since 2011, Holly has been assisting community banks across the United States with universal banker strategies and process improvement efficiencies through Extraco Consulting.

Webinar Fees

Pricing For Price Season Pass
Bank Member $195 $0
Bank Nonmember $249 $0
Affiliate Member $195 $0
Affiliate Nonmember $249 $0

Season Pass Members receive 4 individual logins to every webinar

Additional Info

Participants will earn 1.0 CPE credit

Field of Study: Specialized Knowledge

Prerequisites: None

Advanced Preparation: None

Program Level: Basic

Delivery Method: Group Internet Based

Refunds and Cancellations: Webinar registrations are non-refundable. If the registrant is unable to attend the designated time and date of the webinar, a playback link and any written materials will be provided within 2 business days following the conclusion of the webinar

Western Bankers Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its


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