M&T Bank Demos with Horizn at American Banker Retail Banking
M&T discusses how they are providing guidance to customers about exciting new digital capabilities
Brandon Horbowicz, Vice President & Senior Sales Strategy Manager, Retail Enablement
Providing Advice and Guidance for Customers
At M&T Bank’s core is the desire to embed themselves in the community and be a relationship bank for their customers. This can include advice and guidance, and with this advice and guidance comes great responsibility. As M&T brought in new exciting digital capabilities at the bank, they realized that the five thousand M&T retail bank employees needed to get comfortable with the new technology. In this video, M&T’s Brandon Horbowitz talks about how they used the Horizn employee platform to address employee concerns like: “How am I going to answer a digital question that comes to me?” or “If I push customers into the digital channels, are they going to come in and still see me?
As Brandon says in the video, “Gone are the days of 45-minute web-based training that we used to throw out in the form of powerpoints that were 40 slides long.”
M&T’s Bandon Horbowicz further discusses the three Horizn platforms: Employee Learn, In-Branch Demos and Customer Direct learning in the public space. M&T employees can now learn about digital offerings on M&Ts internal hub, take courses and take demos. The In-Branch Demos is a way for M&T to have side-by-side conversations with their customers and demo digital offerings. With the Customer, Direct Learning M&T customers can do a demo on their own, whether it’s on a mobile phone, at home, or M&T can email customers a link.
Results Matter. Pre-launching the Horizn platform, M&T saw 12% of employees adopt digital learning. With the Horizn platform, M&T is approaching 75% activation rate with employees.
“The last thing I’ll mention is the 30 thousand simulators. That’s the side-by-side conversations that we’re having with customers, whether it’s mobile check deposit or how to enroll in Zelle, how to send a payment.”
M&T Bank Corporation is a regional financial services company with more than $115 billion in assets. It provides banking, insurance, investments, mortgage, and commercial financial services through more than 750 branches, 1800 ATMs, and a variety of online and mobile services. Founded in 1856 in Buffalo, New York, it is a community-focused bank.
