Digital banking transformation – Lessons from industry leaders

 
Michael Sisk: Greetings. I'd like to welcome everyone in our audience today. We are very grateful that you have chosen to share some of your busy day with us. We know your time is valuable, and we will honor that today with what I'm confident will be an engaging discussion. Once again, our topic today is Digital Banking Reimagined, a fireside chat with Oriental Bank and FIS. Our sponsor is FIS, and our host is American Banker. And my name is Mike Sisk, contributing editor at American Banker, and I will be your moderator today.
 
So allow me just to set a little context for our discussion. We talk about digital banking a lot in this industry, and the profile of digital banking customers has evolved significantly over the past five years. Customers now demand more than just transactional access. They expect fast, relevant, and included digital experiences. They feel as personal as in-person service. Our personalization service has become an essential pillar of banking customer satisfaction.
 
In a recent FIS survey, when asked which digital service mattered the most, customers ranked targeted marketing, live chat, and financial wellness tools as top priorities, signaling a desire for genuine connection, not just transactions. In this digital-first world, your mobile app has become a cornerstone of your customer experience and brand reputation, and that's exactly why we're having this discussion today.
 
In this session, we'll be delving into the transformative mobile app strategy of Oriental, focusing on how they successfully navigated this evolving landscape while maintaining a deep commitment to their customers' satisfaction and experience. We'll cover customer-centric innovation driven by app stores' feedback, the measurable results of their mobile overhaul, and the key lessons learned that are shaping their future of digital strategy.
 
So I'm joined today by two people who bring deep perspective to this topic. Before we dive in, I'd like to introduce them both to you. And I actually think I'll have them speak in their own words. So Rebecca Rivera Rodriguez, she is Digital Strategy and Payments System Director at Oriental Bank. Rebecca, could you please introduce yourself?
 
Rebecca Rivera Rodriguez: Of course. Good afternoon. Thank you for having me here. It's a pleasure. I'm leading the digital initiative at Oriental Bank and making sure everything we roll out is focused on making banking simpler and more personal for our customers. I'm always looking to make banking easier and more tailored to what people really need. And I am excited to talk about our journey, especially how we revamp our mobile app and share some of the things we have learned along the way.
 
Michael Sisk: Excellent. Great to have you here. And we also have Shane McWilliams, Head of Retail Banking, FIS Digital One. Shane, please share a little about your background for us, please.
 
Shane McWilliams: Thanks, Mike. My name is Shane McWilliams, and I lead the retail digital banking business here at FIS. I spend a lot of my time focused on our one-to-many platform called Flex, and our very large portfolio of regional and community banking customers. I'm also responsible for our banker teller product, as well as our one-to-one digital platform that we'll be discussing today called Consumer Studio.
 
I've been in the fintech and digital banking space for quite a while, and I'm part of a relatively new digital leadership team here at FIS. Hashim Toussaint does a great job of defining our broader vision across digital, and my role is to drive a business strategy that aligns that vision to the great experience that our banks are seeking to provide for their customers. Oriental has undergone a fantastic transformation recently, and I'm really happy to see that we've got such a great turnout today. So welcome and thank you.
 
Michael Sisk: Thank you, Shane and Rebecca both. It's great to have you here. So over the next 45 minutes or so, we'll be covering a lot of ground. But everyone in the audience, you're very much part of our panel today. If you have a question or comment, please send it through.
 
We can take questions at the end of the program, the last 15 minutes or so please put those questions in the queue. You don't have to wait until the end to do that. So just get those right in there, and if we don't get to a question you've asked today, we'll definitely follow up after the program. So again, please ask away. We very much want to hear from you.
 
All right, let's get started with this study video from Oriental Bank. I'm going to play this right now for everyone.
 
Study video from Oriental Bank: Say hello to Puerto Rico's smartest banking. Our new online and mobile banking isn't just digital, it's smart. Powered by personalized insights that analyze customer transaction behavior, budgeting tools, and car controls to enable smarter financial decisions. Faster, smarter, designed for the customer. Real stories, real progress. Oriental Smart Banking, built for progress, designed for you.
 
Michael Sisk: Excellent. All right, wonderful. So with that as sort of setting the stage here, let's get going with some questions. So Rebecca, let me direct this first one to you. Can you share what prompted Oriental Bank to overhaul its mobile app? What were the kind of the key drivers behind this digital transformation initiative?
 
Rebecca Rivera Rodriguez: Sure, absolutely. Well, there were several key reasons behind the decision to revamp our mobile app. First and foremost, our mission at Oriental really centers around helping our clients, employees, investors, and community move forward. So, to bring that mission to life, we knew we need to lean into a digital-first experience, focus on customer-centric banking and strong personal financial management tools. I can share with you today that one of the main drivers for renovating the app was the need for a robust digital platform that would allow us to deliver continuous improvements to our customers.
 
We want an app that could keep it all being as one of our goals is to continually add value and enhance our services to meet a customer expectations. So I mean, an app that one where we could control the narrative was very important for us and the customer experience more than, and definitely this is a ones that need to have it, right? A lot of updates, new features, and performance enhancements quickly. So saying that, a platform that allows you to customize experience and enhancement quickly, I can say it's a must these days.
 
Another crucial driver for us that I can share is to make the app user-centric, right? So as we want our customers to truly feel in control of their banking experience. To achieve this, we have been listening closely to customer feedback and want to ensure that the design is intuitive with streamlined navigation, streamlined processes, so that users can get things done easily. And in the process, we maintain the focus on features that customer most wants.
 
Also, accessibility play a big role too. People expect to manage their finances anytime and anywhere these days, right? So the app need to break down the barriers of traditional banking hours and location. And I can say that this one pushes us to thinking a process that doesn't require human interaction. And I'm sure here we have a lot of people that is worked through this challenge as part of their transformations.
 
And my best advice is to maintain the focus on making it simpler and ensure an end-to-end process in digital. This doesn't mean you will not think of don't happy scenarios that definitely will require more assistance to that customer or in an open-channel approach to providing a holistic customer experience, but make sure you are designing processes that customer can serve completely in digital. That's a must.
 
Finally, I can say, Mike, that we recognize that customer needs are always evolving. As you mentioned, it's not enough anymore for a banking app just to handle transactions. That's why we are committed to delivering an experience that puts powerful financial wellness tools right at our customer fingertips.
 
Michael Sisk: Excellent. Excellent. Thank you, Rebecca. And so Shane, from your side, how did Consumer Studio support Oriental Bank's goals? What made this partnership unique in your view?
 
Shane McWilliams: Sure. Well, first I wanted to say thank you to Rebecca for participating in the chat today. She is part of a key part of a very innovative leadership team at Oriental Bank, and they're just a great partner to FIS. Consumer Studio is a very open environment that lets banks like Oriental customize inside of a very scalable framework, right? Allows them to control the end user experience themselves. In that type of a model, our development teams work hand in hand with digital strategists like Rebecca to continually deliver value, right, for their bank customers, and to create differentiation that you may not find in an out-of-the-box digital platform.
 
FIS and Oriental, again, we've got a great partnership and we have been growing and evolving together in the studio space. They want us to continue to provide innovations that support their digital strategy. And honestly, the massive investment that we've been making here at FIS and digital the last couple of years has supported us in our ability to be able to do that for them and our other customers.
 
FIS is a very large company. We're one of the largest players in the financial services space. We've been investing more in digital than anywhere else across the entire company the last few years, and I expect that to continue as we move forward. The rate of change at FIS has been very significant, and that helps, and our capabilities within the Studio platform help us to keep up, right, with the fast pace that our most innovative customers like Oriental expect us to be able to deliver.
 
Michael Sisk: Fantastic. Fantastic. Thanks, Shane. Okay, so let's talk a little bit about customer-centric innovation here. Rebecca, the app store reviews and feedback are often the first impression for new users. How does Oriental Bank use this feedback to guide updates and improve, and various improvements to enhance the mobile banking experience?
 
Rebecca Rivera Rodriguez: Of course, app store reviews are really a window into the real-world experiences of our users. So they highlight what's working well and where we have the room to grow. And customer really know how to do it well. So at Oriental, what we do is closely monitor app store ratings and written feedback, not just tracking number of scores, but diving deep into specific comments to identify trends or recurrent pain points. This should become the standard practice. So this feedback directly informed our development roadmap.
 
For example, if we see multiple users mentioning the need for new services options or clearer navigation, we make those items a priority in upcoming releases. Positive reviews, on the other hand, help us understand which features resonate most with our customers so we can build on those trends. We also take the time to respond to reviews when possible, letting users know their voices are heard and appreciated.
 
In some cases, and this work very well, proactively reach out to reviewers to gather additional details about their experiences. This not only allowed us to address their concerns more accurately and efficiently, but also demonstrates our genuine commitment to their satisfaction, reassuring customer that their feedback truly mattered to us.
 
Overall, App Store feedback is essential. It's become an ongoing conversation with our customers that continually shapes how we enhance and evolve the app.
 
Michael Sisk: Interesting. Interesting. Thank you. And Shane, based on your client engagements, how are other banks turning feedback into actual enhancements the way they are at Oriental Bank?
 
Shane McWilliams: Yeah, I mean, app store reviews are still by far the most common way for customers to provide feedback, especially about their digital banking experience. You really want to dig deep into the comments, right, to find the best sort of opportunities, and as Rebecca mentioned, sort of focus on some of the commonality amongst the feedback.
 
And one thing I always recommend people is to don't only focus on technology or sort of product type of improvements in the comments, right? I think one of the things that we tend to see, again, you'll get a unique view of this with all of our banks and tracking this data across the market, one of the biggest differences we see between banks, between their app store reviews, it's not necessarily the app itself, right? It's the level of service and support that the bank is providing their customers behind the app, right?
 
And if you think about it, right, if you have a group of customers, many of them that are primarily engaging you through digital, they're going to use the App Store review to provide feedback about things far beyond the app and their broader experience with the bank itself. So again, I think beyond that, though, a lot of banks use surveys or feedback to the call center to gather input, and again, the App Store reviews.
 
I think what we're starting to see now is the most forward-leaning banks are kind of taking a step further and they're incorporating additional data like usage patterns in the app or in the platform, behavioral analytics, session replays are a tool that's becoming a lot more popular. We're in the process right now of rolling out several capabilities in our latest tech stack to support our customers that are looking to do these type of things, the more sophisticated analysis to kind of bolster what they're already doing.
 
Michael Sisk: And Shane, just kind of staying with you for a moment here. I mean, continuous enhancements have become so critical to keeping up with customer satisfaction. How can agile delivery play a role in enabling this kind of responsiveness?
 
Shane McWilliams: Yeah, I mean, if you've ever heard me speak in any of the other venues that we're participating in, this is one of my favorite topics. I mean, I would say one of the most dramatic changes in FIS Digital of the past few years has been our shift to continuous and incremental delivery, especially in the one-to-many space, right?
 
It's much easier, if you think about it from the bank's perspective, it's much easier for banks or even an operations team at a bank to consume smaller amounts of change on a more regular basis than to consume a mountain of change, you know, a few times a year. I think for us, I think the market is really, you know, taking notice of that. And again, Rebecca mentioned it's been one of their strengths and their approach as well.
 
In the studio space in particular, roadmaps and capabilities are co-created with our bank partners, right? It's a unique setup. You know, we essentially become a part of the bank's development team. We work at their pace and we follow their processes for deploying change into the environment. There's a high sense of control there, and in many cases, the banks in this model do tend to move faster than their peers.
 
But building on the theme of incremental progress, regardless of what way you're working, we generally recommend our banks to consider an MVP, right? So focus on those top customer needs. Those are usually the ones that are the most easy to identify, the ones that stick out the most, right? Whether it, your strategy team knows it, or you're hearing it in the feedback.
 
But by starting with an MVP and by breaking it up, it allows you to get some wins for your customers. But then it gives you, it also gives you a little bit more time to do that second level analysis on that next tranche of what you might want to do next. And so it really helps you in multiple ways.
 
Michael Sisk: And so Rebecca, what about the cadence of updates at your bank? How has that changed since the overhaul? Has that had a big impact on customer satisfaction?
 
Rebecca Rivera Rodriguez: Certainly, Mike. We adopt the methodology for this implementation, so we could deliver consistent progress and meaningful improvement to our customers. And as Shane mentioned, define a minimum viable product is a must. In our case, we took a parity approach. Picking what goes into your MVP is not easy at all. You want it to feel like a full experience for users from the beginning, right? So, but you have got to focus on the features that matter most so you can launch fast.
 
And rolling things out bit by bit is the smarter way to keep things moving forward and avoid blowing your budget. So in our case, we decide on our MVP to offer the same core functionality that our previous app provided, ensuring a smooth transition and no loss in key features for our users. But we didn't stop there.
 
In parallel, our team worked on increments to add the financial wellness tools that help us to provide to our customers insights about their behavior and actionable recommendations they can use immediately. In fact, we were the first bank on the island to introduce a tool like this, and that was amazing.
 
Looking ahead, we are actively developing our next releases, which will include even more options and enhancements for our customers. I can say the Ayala approach allows us to adapt quickly based on user feedback, so each of them brings the app closer to what our customers truly want and need.
 
Michael Sisk: Excellent. And so in addition to increasing client satisfaction, what other results have you seen since launching the app? Are there any kind of metrics or feedback that stand out that you could share?
 
Rebecca Rivera Rodriguez: Yeah, we are super excited about the early results. Since the launch of the new app, we see more than a 20% increase in active mobile banking users over 30 days, indicating that more customers are finding the app useful and engaging them before. Also, as I mentioned before, we work on the implementation of a solution that provide insights into customers about their usage in the account, and the results were incredible.
 
We provided an average of nine insight per client, with a 93% positive feedback and that is amazing. We are in a daily basis receiving from our customer a lot of feedback that really inspire us to continue doing this.
 
Michael Sisk: Fantastic. Fantastic. And so Shane, can you share any real-world results and improvements from clients? Like what lessons from Oriental Bank's journey do you think could benefit other institutions that are considering a similar path?
 
Shane McWilliams: Sure. I think, you know, this is a really good example of why Oriental is perfect for this conversation today. I would say that one of their greatest strengths is that they have a very clear understanding of their customer segment. And so again, no matter who you are, my recommendation is to just start there, right?
 
Know your customer as well as you can. It's easy, very easy, especially in today's world with all the fintechs floating around, it's very easy to get overwhelmed with all the things that you could do, right? There's a million things that you could do. Focus, know your customer, focus on a few key things, right? Find a great technology provider to support you and really just start stacking those small victories.
 
And I think, again, like Oriental has just done a fantastic job of this, like knowing their customer, sort of tackling the most immediate needs and just getting it moving, right? Getting those things out there, starting to get those customer benefits, seeing the metrics coming back, and then you keep it going from there. So just a wonderful example, and that'd be my advice.
 
Michael Sisk: Fantastic. Fantastic. Thank you. So, all right, we're going to, I guess, one more question here, and then we're going to have a couple of polls, and then we're going to jump into some questions from the audience. So everyone, if you've got something on your mind, please go ahead and get that in the queue. But so Rebecca, what's next for Oriental Bank? I mean, with regards to the digital transformation strategy, are there future enhancements or new features on the horizon that you can share with us at this point?
 
Rebecca Rivera Rodriguez: Thank you for the question, Mike. Definitely. As we look ahead, our vision is to be a customer-centric digital bank, one that anticipates customer needs, empowers their financial progress and build trust through every interaction. For our customer, this vision, we would like that means more than technology. It's mean a bank that truly understand them, empower their progress, and makes their financial life simpler, smarter, and more human.
 
I imagine a banking experience that lives in your pocket, always ready, always personal, providing services beyond traditional banking. We aim to support our customers in their everyday lives, not just their financial needs. And to achieve this, we are leveraging innovative solutions from our partners, like FIS, which definitely help us accelerate time to market and drive continuous improvement.
 
I think like through collaboration and a commitment to innovation, we are redefining how customers engage with us. Our goal is to provide a seamless convenience experience for every customer whenever and whenever they need it. So saying this, I would like you today for this webinar that transformation takes more than tools. A real transformation means aligning strategy, processes, people, and technology.
 
Michael Sisk: Interesting. Thank you. Thanks, Rebecca. Shane, just before we go to the polls, how is FIS evolving Consumer Studio to support future innovation for all your clients?
 
Shane McWilliams: There's a ton of exciting things in the works across FIS Digital. I wish I could share half of it, but I can't at this point. There's a lot going on. You know, but to that end, let me plug something that has happened pretty recently, which was our recent acquisition of Amount. And that was a pretty big, pretty big step in the market.
 
So, you know, online account open is most people on this call know, right? It's arguably one of the most critical additions to a complete digital ecosystem. I think one of our polling questions later is about some of the most critical things to bolt on to a digital platform, and online account openness is, in my opinion, probably #1.
 
You know, amount and the reason why we're so excited about them, they've got all of the use cases that you could think of covered inside of 1 very highly configurable, and most important to me, highly self-service platform for the banks. And they've got a fantastic sandbox where you can make changes and see what they look like in production before you put them out there. And you don't have to put in any tickets to us to get that work done. It's all very simple and self-service for the bank.
 
We're really, really excited about that acquisition. That's been in the works for quite a while now. And we're really excited about sort of the future in that space and what we're going to be able to do with that and how we're going to be weaving that into things across FIS Digital.
 
You know, more specifically, I guess, regarding our work with Oriental, we've got a whole list of things that we're going to be doing together. We're going to be rolling out several account services that Oriental will be using to just keep enhancing the experience for their end users, again, with that level of control inside of the Studio platform. And after that, we'll focus on a little bit more of a comprehensive kind of one-stop shop that includes a whole series of things, such including the integration of their Oriental wallet that they have that meets the needs of their specific customers. And we're really excited about that, too.
 
Michael Sisk: Cool. Excellent. Thank you, Shane. All right. Let's get to a couple polls here. We've done some talking here and we want to kind of get our audience into the conversation. So let's go ahead and I'm going to go share our first poll here.
 
Okay. So which aspect of digital banking innovation excites you the most? Is it enhanced security, personalized experiences, new payment methods, or something else? And why don't we just give folks a little time to make their decision? While we're doing that, Shane, you know, which innovations are you hearing from your clients, client banks, would that excite them?
 
Shane McWilliams: I mean, at least personally, I think the one that I'm the most excited about, not to skew the poll, are all the options coming with new payment methods. Even yesterday, right, if you're keeping up with things, the Fed has started to kick around the idea of a sort of a skinny down master account, right, which would give fintechs and stablecoin issuers, you know, limited but direct access to the Fed's payment rails.
 
I mean, that's a, it's a huge change from where things have been in the past. And I really just genuinely think that when it comes to stable coins and digital assets, I think that's going to be one of the biggest changes that we're going to see, I think across the board, really, but especially in our space over the next couple of years.
 
Michael Sisk: Interesting. Interesting. Okay, good. I want to go ahead and share this results here. So personalized experiences, 69%, new payment methods, 26, enhanced security 6. So personalized experience definitely kind of leading the way there. Interesting. Thank you, everyone in the audience for making those selections.
 
And I would like to now, let's go to the next poll. All right, heroin, what is your top priority for improving your digital banking platform in the next 12 months? Is it enhancing mobile and online capabilities, reducing development time, improving customer engagement, integrating third-party solutions, or something else?
 
So let me just, again, while we are waiting for that, Rebecca, let me ask you, what do you think the top priorities will be? What's your best guess here?
 
Rebecca Rivera Rodriguez: That's a question because honestly, all those factors play a key role in a successful transformation journey. It's really depend on where you are in the process, right? But if I have to choose, I'd say enhancing mobile and online capabilities and apps. Making sure customers have access to their services and options they need digitally is crucial. It's not only helps them feel well-served, but also drives stronger engagement within the app.
 
Michael Sisk: Very good. Very good. Thank you. Let's see what folks said here. Okay, enhancing mobile and online app capabilities, half chose that, 50%. And then followed by improving customer engagement, 23, reducing development time, 13, and integrating third-party solutions, 13 as well. Good results here. Thanks.
 
We've had real nice results. Lots of participation here. Appreciate that. We've got one more poll for you. These are fun because it's a way for everyone in the audience to see where other folks stand on these different issues. So this is good.
 
All right, so next, our third and last poll here. What is the biggest barrier to transforming your digital banking platform? Is it high development costs, lack of internal resources, limited scalability of current platform, or difficulty integrating new technologies? Or is it something else?
 
Okay, so Shane, I'll put you on the hot seat on this one. What are your thoughts here? What do you think might come on top?
 
Shane McWilliams: I mean, I talk to hundreds of banks, all the time, monthly, probably. I'm talking to people all the time. I think the thing that I hear most commonly in my interactions is around a perceived lack of internal resources at the bank. Obviously, that changes depending upon the size of the bank.
 
But one of the things that I find most interesting, especially with smaller banks, is I'll hear comments from people that say, if I had the budget or the spend or the resources that some other bank did, then we can do all kinds of cool things. One of the things that I try to do with our banks, especially in the regional community space, really just, you know, again, we talked a lot of theme today is, you know, incremental progress, right?
 
Pick a few small things, build, like Rebecca's been saying, take some, try to find some key metrics, build a little bit of a business case internally, and treat it, treat it that way, right? And I've found that some of our most effective, even smaller banks, they do just a really good job of telling that story to their leadership team around, hey, if we go to X, we think we're going to get Y results.
 
Start there, get a small win, prove it out, and do it again. So that would be, it's a conversation I have a lot with our banks.
 
Michael Sisk: Interesting. Interesting. All right. Let's check it out here. What do people say? Even very easily divided here. So high development costs, 29%, lack of internal resources, 25, difficulty integrating 25, and limited scalability, 12. So interesting. Interesting. Okay, good. Thank you, everyone, for those responses.
 
I think that's nice to sort of everyone get a chance to see where other folks stand on these issues and what other institutions are up against. So very good. Let's jump into some questions from the audience. So again, everyone, we've probably got about 10 minutes left to go here. If you've got a question, please get that into the queue.
 
But first question for, let's make this one for Rebecca. How did Oriental Bank, how did it make the business case internally for investment to add new digital capabilities and embark on a digital transformation project?
 
Rebecca Rivera Rodriguez: That's a tough question because investing in digital transformation definitely is a big commitment and the payoff doesn't happen overnight. What we do, we made our case by focusing on three main points. We needed to make things better for our customers, run our operations more efficiently, and stay competitive.
 
So we show clear numbers around how many people we expect to use the new tools, how it could help us grow revenue, and where we could save money. This really helped get everyone on board. But again, success really depends on your overall strategy, and definitely you need to have a clear metrics, right, to measure the success of that.
 
Something that I asked, as Shane mentioned before, something that we go through is to prioritize developing digital features that specifically address the most in-demand services from really accessed by our customer through traditional channels. So really you start making the success or you start seeing the adoption of the customer quickly so you can start measuring the operational efficiency is what I can say here today.
 
Michael Sisk: Excellent, excellent. And Shane, what are you seeing other clients do to get to green light, you know, adding these new digital capabilities?
 
Shane McWilliams: Yeah, I think it's a little bit of an extension of what I said a minute ago, which was just, try to build what would sort of be a simplistic business case, pick a metric and find something that ties to it and lean into it. I think it's easier when you can kind of encapsulate it into maybe like a third-party kind of fintech add-on, right?
 
There are certain capabilities like online account open, you know, an offers engine, sort of virtual assistant chat that all sort of tie directly to the bank's bottom line, right? Online account open with deposits, with the offers, kind of same thing, and with chat, obviously it's a sort of a cost discussion.
 
And then I think you divide things into a different category that are sort of those secondary metrics, right? The insights, capabilities, credit insights, spending insights, and I think driving, really wrapping those stories around engagement, we've discussed engagement and mobile visitations a lot on this call and the questions.
 
So I would say just pick one, right? Start there, and pick the metric that you think you want to really drive. And again, like I think, again, I think the banks that I've seen that start with one of those, they, one becomes many. You gain that trust of your leadership team at the bank, and then it's pretty easy to then start doing a lot more, and eventually you'll be Rebecca doing a whole bunch of stuff every year, right, for our customers. So it's great.
 
Michael Sisk: Excellent. And on the topic of metrics, you know, Rebecca, what do you think are the most effective metrics or outcome banks can use to measure success?
 
Rebecca Rivera Rodriguez: When evaluating the success of digital transformation in banking, there are several key metrics you can track to measure customer adoption and engagement. And again, this transformation needs to be with a adoption strategy, right? Just may just change processes and improve the customer experience in the UI or UX experience is not enough.
 
So something that we measure is the frequency of customer logins. You need to establish, and I will not say numbers here because it will be depend right of the size of the banking, but you aiming at least half X time per month to demonstrate that regular platform use.
 
Number of online transactions completed, such as payment or transfer, and again, will be depend of the service that you are offering through the digital, because if we are talking about long payments, so customer have just one payment, but at least you expect, right, that payment will make through the online rate at which customer are signing up for managing banking products fully online, indicating comfort with digital channel is another important one.
 
Utilization of the source service features, including account updates, as well as engaging with insights and offer provided by the bank. Tracking these adoption metrics really helps ensure your digital initiatives are delivering value to both your customer and the bank, right, by encouraging ongoing engagement and streamlining the operations.
 
Michael Sisk: Thank you. Thanks, Rebecca. So, Shane, given the rapid pace of technological advancements, where do you think banks should prioritize their investments to achieve meaningful digital transformation beyond just mobile? Are there specific technologies or strategies that you see as critical?
 
Shane McWilliams: I think one of the things that's been really surprising in its resurgence, I would say the last couple of years, is the frequency with which banks are looking to undergo branch transformations. You know, I kind of mentioned that I've got the banker teller, D1 banker teller products here. And boy, that is, I would say we get phenomenal feedback about that product from our banks that are on it.
 
It's really interesting sort of a process, right? Analyzing your branch and having, again, as you mentioned, non-digital, right? Having a conversation about things like taking your branch close from an hour to 5 minutes, right? Internal discussions around moving steps and processes, you know, from the back office to the front office or vice versa.
 
Again, I think the other interesting thing about that is that is a core agnostic product that we have here. So we see a lot of interest in that. But it's just been, it's been really interesting to see those banks and talk to those banks at our advisory board meetings and just hear the dramatic changes that they've had. And it's really interesting when you think about it that way. Again, you know, I spend most of my time in real core digital in the discussions that we're having today.
 
But it is very interesting to kind of ground yourself on occasion with the idea of the scale that you can still do with the achieve with a branch transformation, right? Because all of those savings multiplies across all the branches that you have as a bank. And it's not just savings, right? I mean, it's obviously a better experience for your customers coming in, being able to offer prompt for them, you know, sort of live in the teller, you know, et cetera, et cetera.
 
So that's one of the things that I think has really seen a resurgence in the last couple of years. It's really kind of a, it's a part of digital, you know, the branch is kind of a step aside from digital, but you know, we've seen a lot of interest and seen some of our most, I would say, dramatic transformation stories have been some of those branch process overhauls we've seen with that product. So maybe an interesting aside for the conversation today.
 
Michael Sisk: Yeah, cool. All right, Rebecca, I'll put you on the hot seat here. I got a question from the audience. As you were evaluating digital banking products, what made FIS stand out? What does DigitalOne do better than the other providers?
 
Rebecca Rivera Rodriguez: Well, we have been partnership with FIS for quite a year. So what I can say is that the FEIA stand out for its focus on delivering incremental value. That is something that, as I mentioned before, right, as part of our strategy, we really value and keeping customer at the center.
 
So talking about specifically about the digital one, so enable banks to make small impactful improvement, support IR strategy and offer intuitive solution that drive ongoing efficiency and growth. In our case, specifically also, we, as I mentioned, we was looking for an app that we leveraging the innovation that as a core FIS provided, but at the same time, we should have the opportunity to use that space to include our own processes that based on our market makes sense for our customers. So it's what I can add here.
 
Michael Sisk: Thank you. Thank you. All right, this has been great. Let me give Shane the last word here. What would be the one thing, the big takeaway that you would encourage folks to take back to their office or after this conversation?
 
Shane McWilliams: Well, if you don't mind, maybe I'll even add on to that last question, then I'll give you my one takeaway at the end, if you don't mind. So, you know, I think when people think of FIS, there are a lot of things that come to mind that are, I would say, more obvious, right? And maybe a little bit superficial, right? I would say it's our great connectivity of digital to the core and our cores and the gains that we have there and the tight integration that we have there.
 
I would say there's a lot of things that people don't recognize that are sort of a little bit not as obvious to people sometimes, the best in class UI, UX that we're rolling out across our digital platforms, and the other things about the fact that I think one of the really the greatest reason to be with FIS is just the scale of the company, right? And the fact that you can get as a bank, you can get just about everything you need under one roof.
 
And so again, we've got a significant payments arm. There was a question in the chat that we didn't get to around international payments. You know, our FIS money movement hub will be integrating that here very soon into our digital platforms. There's just a lot that you have access to sort of inside of the house here at FIS.
 
But to the closing, I guess, I think one thing that you could take back, right, as you leave this, and again, appreciate everybody spending their very valuable time with us here today, you know, I think to me, I think we really touched on it well in the conversation today, which is the idea of just building incremental value for your customers.
 
And I hope we've been able to provide some hints and Rebecca with her experience on sort of how to do that, right? I think it's really important to invest time, maybe money, resources, whatever, in knowing your customers. Like know your customers really well, you know, know what they want, right? Understand that first. And then try to identify, like, what are the small gains that you as a bank can deliver that maybe the other ones around you can't?
 
And I think a lot of banks, when they sort of look around town, they feel like there may not be the ability to have the differentiation there. And there is, right? I mean, if you really look specifically and understand your specific customer as well, there's definitely opportunities. There's always opportunities. And again, like Rebecca said, you know, digital transformation is most successful when it's thought of as a series of kind of small data-driven business cases, right? You know, one at a time.
 
And look, I mean, we can help with that part of the process. I mean, talk to other folks in the industry, your bank peers, people willing to share a lot more than you would think. Reach out, give us a call. But I think, most importantly, it's delivering value incrementally. I think one of the things that's really become clear lately is big giant projects are far, far, far less common today than they used to be.
 
People don't operate that way anymore. The world is moving too quickly. And even banking technology and fintech and everything out there is able to keep up with the demand for speed. So just, again, just put one foot in front of the other, right? Stack the small victories for your customers and then just keep it moving.
 
Michael Sisk: Fantastic. Fantastic. I think that is a great note to end on. I want to thank Rebecca and Shane both for your expertise and time today. I think we did the topic some justice. We really dug into it. So great, great time together. And of course, everyone in the audience, thank you for being here. Appreciate your time as well, of course, participating in those polls.
 
I know we didn't get to everyone's questions today. We'll definitely follow up after the program. So thank you for putting those questions in there, you'll be hearing from us. And also we'll be sending an email to everyone here in the next couple of days. It'll have a link to a recording of this event, so you'll have that as well coming your way. And with that, I will officially wrap it up. Wish everyone a wonderful rest of the day, and I hope you'll join us again here very soon. Thanks