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 Pamela Reich, Content Strategist

One afternoon, 10-year-old Allie felt bored at home. Thinking about some of the wonderful, ordinary activities she had often shared with her grandmother, Allie asked her mother if they could go to the local bank branch. Allie always enjoyed going to the bank – the bankers knew her and always greeted her and her grandmother with a smile and sometimes even a lollipop.

Her mom shrugged her shoulders and said, “Sorry, Allie. I don’t go out to the bank anymore.”

By Terry Cole, Chief Content Officer

By Cathy Planchart, Senior Project Manager

By Jackie Berkoff, Project Manager, Brenna Donahue, Assistant Project Manager and Jasmin Rosen, Assistant Project Manager

In today’s digital era, the banking landscape is rapidly evolving, with traditional brick-and-mortar banks facing competition from online banks that offer convenience and efficiency to tech-savvy customers. A few MKP team members discuss their different views on whether physical branches are necessary.

By Melissa Chefec, Business Development Manager

By Cathy Planchart, Senior Project Manager