Not all Gen Z customers want exclusively digital banking experiences. Quite the opposite, says Steve Hurley, TD Bank's head of retail growth and transformation. During a wide-ranging interview with the Financial Brand, Hurley explained that Gen Zers like coming into branches to get advice from bankers, given how much information they have to parse through on a daily basis.
However, that doesn't mean you can ignore digital, either. When John Pitts, head of policy at Plaid, joined Banking with Interest, he said the best way to appeal to Gen Zers was to support the apps they use.
Ultimately, attracting Gen Zers may be a matter of striking the right balance between digital and in-person banking. The good news is that community banks' focus on personalized attention and community impact naturally appeals to the younger cohort.
How have you gone about appealing to Gen Z? What's worked and what hasn't? Do you offer any services that cater specifically to younger customers?
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Rob Blackwell
Chief Content Officer and Head of External Affairs
IntraFi
Arlington, VA
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