Since the dawn of fintech, financial services companies have struggled to find the sweet spot of “high tech” vs. “high touch.” However, in today’s technology saturated environment, finding the perfect balance between automation and personal interaction is crucial. While technology enables scalability and efficiency, customers still value connecting with a human for complex financial decisions. This balance — where high tech meets high touch — is shaping the future of digital banking.
In the following Streamly video, Finovate Research Analyst David Penn speaks with Christopher Hollins, Head of Solution Sales and Delivery at Silicon Valley Bank (SVB), who highlights the transformation of B2B client expectations through digital channels and how SVB’s approach combines high-touch and high-tech strategies.
We spend a lot of time from a design perspective recognizing the user trends both on the consumer side, as well as the business side, and figuring out what’s the most logical thing we can do to avoid obstacles and make things very simple and straightforward. We always say, “We want people to feel comfortable doing banking at 4:17 pm and 4:17 am, which means that your digital capabilities must be up to snuff and that you must be able to create an experience that they feel comfortable working with you any time of day,” said Hollins.
SVB is a division of First Citizens Bank that provides commercial and private banking services to individuals and companies. Originally founded in 1983, SVB focuses on investing in high-growth companies that tend to be on the cutting edge of innovation. In fact, 50% of U.S. VC-backed tech companies with IPOs in 2024 are SVB clients.
Hollins sits at the helm of SVB’s Global Solution Sales and Delivery, where he drives business growth and fosters team motivation. With a focus on sales strategy, design integration, and product marketing, Hollins’ team has successfully executed strategies that resonate with the unique demands of the fintech industry and the innovation economy.
For more video interviews, be sure to check out Finovate’s other Streamly content.
Photo by Leonardo Iheme on Unsplash