Jordan Gottlieb

Stop me if you've heard this one before, but 2020, and the global pandemic has changed almost all aspects of life as we knew it! (Shocking right….)

When my wife and I welcomed our daughter into this world in February, little did we know that we would be raising her almost exclusively from inside the walls of our NYC apartment. Our plans to be out and about in the city, travel for vacations and to visit family, were quickly replaced by HelloFresh, Zoom happy hours and work from home. Don’t get me wrong, this hasn’t been all bad as I've been there for many moments in her life I wouldn’t normally if I was in an office and on the road, but it certainty wasn't what we were anticipating.

Given the New Normal we find ourselves in, Banks, Credit Unions, and the Financial Service Industry as a whole were forced to shift their priorities on a moments notice. Digital transformation initiatives that used to take years, now have been completed in months, or even days. 

These transformations are going to continue well into the New Year, so I wanted to pull together articles from top industry thought leaders, discussing what they believe will be the drivers behind the technology trends in Digital Banking in 2021!

 Top 7 Customer Experience Trends in Banking for 2021: The Financial Brand

Throughout this article, a common theme is the idea of Trust, and the building of trust with your client during their digital engagements. Whether this is with services like account opening, making a transfer or resetting a password, customers now want to feel as if there is no gap between the digital world and being in a branch. Technology and strong design will help to build that trust and brand reputation.

Retail Banking| Top Trends 2021: Capgemini

Capgemini really dives into the customer-centric journey, and many of the newer techniques being rolled out to help Humanize the digital channels. One such trend is utilizing biometrics in a customer facing authentication method, not only to ensure compliance with KYC regulations, but also help with fraud and risk management.

CIOs Expect Tech Investments to Climb in 2021: The Wall Street Journal

Industry leaders from Bank of America, American Airlines & Tata Consultancy Services discuss how they are anticipating tech spend in '21 to rise significantly from '20, specifically on digital channels to boost client services and experiences.

Mitek CEO| Digital Identity Must Accelerate During Pandemic: PYMNTS.com

Once again, Trust is a key underlying trend for Digital Banking in 2021. Mitek's CEO, Max Carnecchia discusses in this interview the progress that has been made in not only digital onboarding, but banking as a whole, and how this adoption and transformation will pay massive dividends in the New Year and beyond.

While these trends are predictions from some of the brightest minds in the industry, I think it is safe to say that business as usual has absolutely been flipped on its head, and what was once a certainty, is now anything but. One thing that is certain however, is that it will be very interesting to see how all of this truly plays out in 2021, and I look forward to reviewing this in a year! 

 I wish you all a Healthy and Prosperous New Year, and wish nothing but success in 2021!