Independent Banker - September 2022 - 74

CONNECTIONS INNOVATION CONVERSATIONS
customer side, but also the employee
side. Because knowledgeable, helpful
employees who have access to more
are able to deliver an incredible
customer experience. "
While making that leap over the
digital divide may seem daunting,
Otteman and Suckow suggest
viewing it from the vantage point of
a core community bank strength:
connection to customers.
Brian Otteman
Phil Suckow
The in-branch experience
made virtual
During a digital reinvention, technology, customer experiences,
employee expertise and business strategy all come into play. But a
winning plan is within reach for community banks looking to embrace
digital, according to two innovation-focused community bankers.
By Colleen Morrison
A
digital transformation is no easy task, but the process is essential to keep
pace in today's modern banking environment.
" The fi nancial industry is under a lot of disruption, and there's a need for
people to pay attention to the space, " says Brian Otteman, chief experience
offi cer at $350 million-asset High Plains Bank in Longmont, Colo. " You've
got to have a plan for how you're going to survive and get the right talent and
leadership to propel you forward. "
Phil Suckow, director of digital and innovation at $1.7 billion-asset
IncredibleBank in Wausau, Wis., concurs. " Transformation is about looking
at the total experience. We try not only to explore how we can modernize the
74 Q ICBA Independent Banker Q September 2022
Digital transformation is all
about modernizing the customer
relationship.
Phil Suckow: When you undertake
digital transformation, you're
fundamentally changing how you
operate and deliver value to the
customer. This includes examining
how you've always done something
and then re-engineering how it could
be done with a more modern process
or technology to meet new and future
customer needs.
Brian Otteman: I totally agree. The
one thing I would add is that there's
also an opportunity to change the
way you interact with the customer
because of the advantage that you
create. Customers have to fi gure
out how to use this technology, and
you have to teach them how to use
it. As we become more profi cient
with these digital transformation
tools, it allows community bankers
to deepen our relationships with
our customers. Now we're not
focusing on the small transactions;
we're focusing on the bigger rocks,
the bigger issues that customers
have, and we can spend more time
on them.
Suckow: And it also allows you to
upskill your employees into building
deeper relationships with customers
rather than processing basic tasks.
This evolution requires a bigpicture
approach to banking.

Independent Banker - September 2022

Table of Contents for the Digital Edition of Independent Banker - September 2022

Table of Contents
Independent Banker - September 2022 - Intro
Independent Banker - September 2022 - Cover1
Independent Banker - September 2022 - Cover2
Independent Banker - September 2022 - Table of Contents
Independent Banker - September 2022 - 2
Independent Banker - September 2022 - 3
Independent Banker - September 2022 - 4
Independent Banker - September 2022 - 5
Independent Banker - September 2022 - 6
Independent Banker - September 2022 - 7
Independent Banker - September 2022 - 8
Independent Banker - September 2022 - 9
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Independent Banker - September 2022 - 20
Independent Banker - September 2022 - 21
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Independent Banker - September 2022 - 24
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Independent Banker - September 2022 - 28
Independent Banker - September 2022 - 29
Independent Banker - September 2022 - 30
Independent Banker - September 2022 - 31
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Independent Banker - September 2022 - 34
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Independent Banker - September 2022 - 37
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Independent Banker - September 2022 - 40
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Independent Banker - September 2022 - 42
Independent Banker - September 2022 - 43
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Independent Banker - September 2022 - Cover3
Independent Banker - September 2022 - Cover4
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