“Banking kind of has this 80/20 rule,” says Regions’ Customer Experience SVP Matt Brunsman, e-business Customer Experience & Strategy Director, Regions Bank. “Eighty percent of the lead generation, the prospecting, discovery, and research mostly happens online. Only twenty percent of sales happen outside of that.”
It’s the opposite, however, for brick-and-mortar branch locations. “People still usually do want to purchase from a person in....