In this insightful episode of The Digital Adoption Show, host Shreya Srivastava, a Customer Success Manager at Whatfix welcomes Dawn McKendry, an IT learning manager at Ameris Bank, to discuss how digital adoption is transforming the banking experience for customers. Dawn's 13-year experience at Ameris Bank provides insights into the five-phase digital adoption process that's reshaping banking.

• The conversation begins with a playful tone and Dawn shares her role, overseeing learning and development at Ameris Bank, ensuring compliance, managing the instructional design team, and collaborating with Whatfix, a digital adoption solution.
• Digital adoption is spotlighted as a tool driving efficiency and customer confidence. Dawn emphasizes that the modern banking landscape requires quick adaptation to evolving technologies. With digital adoption, employees at Ameris Bank have a reliable resource to swiftly address customer needs, enhancing customer satisfaction and trust.
• Dawn also underscores the competitive nature of the banking sector, where personalized services are paramount. Whatfix's change management component aids staff in navigating new products and services, enabling seamless interactions with customers and leading to quicker onboarding of new products and services, creating a seamless customer experience.
• Dawn highlights various features of the digital adoption tool, including tips, workflows, and task lists, that help employees efficiently navigate processes and provide better customer support.
• The conversation then delves into the role of digital adoption in bridging the gap between traditional and modern banking services. Dawn further explains that digital adoption tools like Whatfix assist customer care centers in providing effective support to customers.
• Dawn's insights showcase the benefits of digital adoption in enhancing customer support and engagement, as well as improving efficiency within the banking sector. As the conversation concludes, Dawn's advice to other banks centers on managing employee workloads through digital tools and embracing the transition towards digitalization for more effective customer service.

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