'Customers want to be recognized': Designing the ideal digital banking experience

Jim Ensign might have one of the most unusual backgrounds in the banking industry.

Before joining  Republic Bank about two-and-a-half years ago, he spent nearly 13 years with Papa John's — six of them as vice president of global digital marketing — working on a number of digital initiatives for the pizza chain. 

In a conversation with Tim Tang, director of enterprise solutions at Hughes Network Systems, Ensign discussed the similarities and differences between the banking customer and the restaurant patron when it comes to the digital experience.

"One of the things that's important is that customers want to be recognized — regardless of whether you're calling in your order for pizza Friday night for the past six weeks or whether you've been a customer of the bank and already have a checking account and you want to take our a mortgage," Ensign said.

Registration is now open for the 2018 Bank Customer Experience Summit, Sept. 12–14, in Chicago. The agenda is set, and we are lining up speakers for the event.