Better than "Good Enough" with Jim Burson // Cornerstone Hot Takes

In the younger demographic, their banking relationship is their digital relationship. So that experience, both on the origination and on the servicing side, needs to be right on par.

I always like to talk to bankers about, does the quality of your digital experience match the quality of your branch experience?

Yeah. And I think digital has often been viewed as, “Is it good enough?” Right?

Minimum viable product.

Right. Minimum viable product. And that’s not good enough these days. We’ve got to be better than good enough.

Yeah, or shame on us.

That’s right. Shame on us.

The last comment I’ll make on this, I think, is that our technology partners in the industry that are enabling digital origination are continuing to invest and are doing great things to help our clients achieve great experiences.

Right.

So along with culture, what we can’t have happen, ideally, is our clients, our bank and credit union friends, suboptimizing a great potential experience.

Underutilizing a solution.

Underutilizing a solution by putting legacy views of risk and other things on new experiences, or replicating the branch experience into a digital experience, which is the exact opposite way to approach it.

Love it.

I’d rather replicate my digital experience in the branch. Oh, by the way, it’s not five minutes, it’s 15, but it’s because you and I are having a conversation and I’m deepening the relationship.

Love it. So thank you. Appreciate it.

Awesome.