Generated by AI, prompted and edited by Maxwell Chalkin, EVP, Managing Director and Chief Digital Officer Customer Service Week is October 6-10, and it is a moment to celebrate the teams who make banking more human. But it’s also a time to reflect: Are banks truly listening to our customers? Are they designing service around their needs—or are they instead making assumptions?

Generated by AI, prompted and edited by Maxwell Chalkin, EVP, Managing Director and Chief Digital Officer

By Laura DeLaCruz, Vice President, Business Development Officer & Chief Client Services Officer In a bank merger, the weeks and months following conversion weekend are critical moments in the timeline. After the systems have been integrated and accounts converted, the focus needs to shift to maximizing the value of these new relationships. With the right strategies, acquiring banks can use this transition period to enhance loyalty, deepen relationships and increase profitability.

Generated by AI, prompted and edited by Maxwell Chalkin, EVP, Managing Director and Chief Digital Officer October is Cybersecurity Awareness Month, and for financial institutions, it’s more than a calendar event—it’s a call to action. As stewards of sensitive data and customer trust, banks must not only protect their systems but also empower their customers and employees to stay safe online.