Carrie Chitsey Wells is joined by Shannon Burch of Scotiabank. They discuss the change in consumer behaviors and the desire for video chat. Shannon shares what other banking executives should be thinking in regards to the customer of "tomorrow". Should you market and segment by age?

Shannon and Carrie talk about how the banking contact centers now require a different level of training, process and environment as they have now before more "virtual tellers and bankers" vs. typical contact centers.

How does big data come into play in personalizing the relationship and helping give customers the financial advise they are looking to receive.

Shannon shares that mobile video chat allows customers what they want "convenience".

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