"We've been on a multi-year journey on digital transformation across all facets that you can think of digital," Gaston explains. This transformation has been more than just a technological upgrade. It's been a cultural shift that has positioned U.S. Bank at the forefront of banking innovation.
"When we started this journey, we were renting all our digital tools," Gaston recalls. "We didn't have a mobile app. We were kind of renting our online banking and bill pay." This shift allowed for greater control over the customer experience.
"We rebuilt our app from the ground up, below the glass and above the glass, as we call it," Gaston shares. This effort paid off. The app got the recognition for "the best app in banking" shortly after its launch.
The bank expanded their digital offerings to include a voice assistant, now recognized as a leader in financial customer service technology.
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