Introduction

Welcome to the Tearsheet Podcast. I’m Zack Miller. Consumer behavior was already changing before COVID hit. When you ask financial services executives, may will tell you that COVID is acting to accelerate those trends. Beth Johnson, chief experience officer at Citizens Bank, is studying those trends. Citizens recently published its inaugural Banking Experience Survey, which polled over 10,000 customers and 252 business leaders across the US on their views around digital bank. Beth joins me on the podcast to talk about the importance of marrying human interaction with technology and how changes made in response to COVID will likely have lasting impact on banking and financial services after the pandemic is over. Beth Johnson is my guest today on the Tearsheet Podcast.