Customers’ expectations now are for companies to come to them where they’re living their day-to-day lives, not for them to need to come to us. You accomplish with a few taps or swipes on your phone in a matter of seconds in the elevator ride what used to take hours and hours of calls or running errands, getting yourself to different places. We all know how technology is changing customer expectations and their behavior. How you are doing things differently at Fifth Third? We asked Melissa why Fifth Third created Momentum and how it is leveraging technology on behalf of its customers. The bank recently introduced Momentum TM, a mobile app that allows Fifth Third customers to round up their debit card purchases and apply the round-ups to their student loan balances. Melissa came to Fifth Third almost two years ago from Citigroup, where she was co-founder and chief operating officer of Citi Fintech.Ĭincinnati-based Fifth Third, the 13th largest bank in the country, has invested heavily in technology to bring new solutions to its customers in Commercial Banking, Branch Banking, Consumer Lending and Wealth & Asset Management. Melissa uncovers new opportunities for the Bank, guiding her team through innovation and Agile development, and pushing a mobile-first approach to improve the customer experience while driving growth.
Melissa Stevens is Chief Digital Officer and Head of Design & Innovation and Omnichannel Experiences for Fifth Third Bancorp, where she is responsible for driving a deep understanding of customers.
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