Podcast: Crafting a sweet customer experience

The cookies may be pre-packaged in plastic, but human touch remains essential to community banking. On the latest episode of the ABA Banking Journal Podcast — sponsored by IntraFi Network — 1st Security Bank EVP Kelli Nielsen discusses how the retail banking customer experience is changing in the post-COVID era and why in-branch activity remains important. Nielsen also talks about her bank’s approach to talent management in a tight labor market and — as an ABA Stonier Graduate School of Banking alumna and advisory board member — discusses the Women of Stonier initiative.

If you can’t see the audio player above, click here to listen to this week’s episode.

This episode is sponsored by IntraFi Network.

In this episode:

Kelli Nielsen
EVP, Retail Banking and Marketing
1st Security Bank

Evan Sparks
ABA Banking Journal

Marlee Ribnick
Senior Writer
ABA Banking Journal