Financial firms need to take more cues from Silicon Valley, says Charles Schwab Corp. Chief Executive Officer Walt Bettinger. Consumers want their banks...
CEO Walt Bettinger also discussed the difficulties of stitching together two big companies during an era of remote work.6:00 AM on Jan 24, 2022 CST
“The expectations for clients of the experience they have at their financial-services company is formed by the experiences they have at Uber, DoorDash or Amazon,” Bettinger said. We’re just dealing with overall trends that the pandemic probably accelerated. The willingness of clients to engage in multiple ways, as opposed to simply in person, is something the pandemic has pushed along. Client expectations are being formed by their experiences outside of financial services. They’re comparing financial-services firms to Amazon or Uber, and they’re looking for those types of experiences.
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