For those of you who don't know me, perhaps it would be appropriate to give you a little background on me. First, you need to know I love technology. As mentioned earlier, I've been involved in technology work, either as a project manager or senior leader, for over 13 years. I was part of the team that built the online banking platform for NationsBank in 1996. I still have the distinction of being one of the first 15 people to have a user id in the system, which has since evolved into Bank of America's current offering. Even though I've left the bank, I've maintained accounts there to keep this id active.
It was very exciting to be working for one of the biggest banks, with some really smart people, on the premier online banking offering in the country. However, I left the bank in 2006 for a couple of reasons. First, I wanted to spend more time in my hometown and get involved in the community. Second, I was looking for an opportunity to play a greater role in the strategic direction of the ecommerce channel at a financial institution.
Online banking has proven to be a game changer. It gave customers a new, more convenient way to manage their finances. For banks, it provided a less expensive channel then the traditional branch model. However, it also created a dilemma. Between online banking, direct deposit, and ATM's, face-to-face customer contact was becoming a thing of the past. How could we talk to our customers, identify needs and provide them additional products and services when they don't even visit the branch any more?
Social media provides us with a new way to reach and have two way conversations with customers and prospects. Stay tuned.